Preventing escalation in customer service: immediate motivation and 4-week outcomes in a workplace deployment of LLM role-play training
Many customer support employees encounter aggressive customer attitudes, including overt dissatisfaction, unreasonable demands, and verbal abuse. Such attitudes do not always stem solely from customers: inadequate employee responses can amplify dissatisfaction and escalate initially manageable issues, making skills tha...
Kazuhiro Shidara, Sho Iwasaki, Shuji Awai et al.
· Frontiers in Artificial Inte... · 0 citations