Reducing operator stress with AI assistants: development and evaluation of AI systems that aid call center operators by automating routine tasks and providing real-time information

Abstract

In today's dynamic business environment, call centers play a crucial role in ensuring customer satisfaction and operational efficiency for organizations across various industries. However, the demanding nature of call center work often leads to high levels of stress and burnout among operators. To address this challenge, there has been increasing interest in leveraging Artificial Intelligence (AI) technologies to support call center operations. This research explores the development and evaluation of AI systems aimed at reducing operator stress by automating routine tasks and providing real-time information. By streamlining workflows and alleviating cognitive load, AI assistants have the potential to enhance operator well-being, job satisfaction, and overall performance within call center environments. The study employs a mixed-methods approach, combining quantitative analysis of performance metrics with qualitative feedback from operators. Performance metrics, including call handling time, customer satisfaction scores, and operator stress levels, are collected over a six-month period before and after the implementation of the AI system. Semi-structured interviews are conducted to gather insights into operators' experiences and perceptions of the AI system. Preliminary results indicate that the implementation of AI assistants led to significant improvements in call center performance and operator well-being. Call handling time decreased, resulting in higher customer satisfaction scores, while operators reported reduced stress levels attributed to the AI system's ability to automate repetitive tasks and provide real-time support. Overall, this research contributes to the growing body of literature on AI adoption in call centers and highlights the potential benefits of AI assistants in mitigating operator stress and enhancing performance. Further research is warranted to explore the long-term effects of AI adoption on operator well-being and organizational outcomes