{"id":"W4311111985","doi":"10.1287/isre.2022.1179","title":"Bots with Feelings: Should AI Agents Express Positive Emotion in Customer Service?","year":2022,"lang":"en","type":"article","venue":"Information Systems Research","topic":"AI in Service Interactions","field":"Computer Science","cited_by":254,"is_retracted":false,"has_abstract":true,"ca_institutions":"McGill University","funders":"","keywords":"Feeling; Service (business); Customer service; Human intelligence; Psychology; Emotional intelligence; Negative emotion; Expression (computer science); Social psychology; Computer science; Marketing; Business; Developmental psychology","routes":{"ca_aff":true,"ca_fund":false,"ca_venue":false,"about_ca":false,"invisible_to_affiliation_only":false},"retraction":null,"screen":null,"direct_labels":[],"prediction":{"model_version":"metacan-v3-hybrid-931329e0061c","candidate_categories":[],"consensus_categories":[],"category_scores_codex":[0.002199712,0.0003414456,0.0001896915,0.0002197452,0.00116319,0.003341758,0.0003896508,0.001344645,0.004454002],"category_scores_gemma":[0.006230515,0.0001900219,0.0002639674,0.0002092389,0.001857883,0.002740768,0.001036726,0.001468536,0.001053301],"about_ca_system_candidate":false,"about_ca_system_consensus":false,"about_ca_system_score_codex":0.0009384852,"about_ca_system_score_gemma":0.0006126249,"about_ca_topic_candidate":false,"about_ca_topic_consensus":false,"about_ca_topic_score_codex":0.001405455,"about_ca_topic_score_gemma":0.001889961,"domain_scores_codex":[0.9987676,0.0008354486,0.00002397337,0.00008904188,0.0001548577,0.0001291246],"domain_scores_gemma":[0.9975532,0.001204718,0.0003363494,0.0001694694,0.0003537955,0.0003825405],"domain_codex":null,"domain_gemma":null,"domain_candidate":null,"domain_consensus":null,"study_design_codex":"design_other","study_design_gemma":"observational","study_design_scores_codex":[0.003151978,0.002759391,0.1096115,0.001567347,0.0002599497,0.002311012,0.1056672,0.006077816,0.1055213,0.2471162,0.03737218,0.3785842],"study_design_scores_gemma":[0.0006960294,0.003031209,0.181525,0.001149997,0.0006510194,0.001971838,0.1573345,0.1207452,0.032641,0.2678461,0.2319261,0.000481875],"study_design_candidate":"observational","study_design_consensus":null,"genre_codex":"empirical","genre_gemma":"empirical","genre_scores_codex":[0.8213126,0.0007394043,0.02713248,0.01775968,0.0004050842,0.0001472676,0.00005010504,0.0003230152,0.1321303],"genre_scores_gemma":[0.9887155,0.0001840595,0.004603212,0.002033472,0.00003332921,0.00005270458,0.00001938681,0.00003338981,0.004324893],"genre_candidate":"empirical","genre_consensus":"empirical","teacher_disagreement_score":0.004454002,"threshold_uncertainty_score":0.01490015,"prediction_status":"machine_predicted_unvalidated"},"machine_scores":{"provisional":true,"baseline":true,"maturity_gate_passed":false,"score_opus":0.08324957594591327,"score_gpt":0.3760896349337414,"score_spread":0.2928400589878281,"validation_status":"score_only:v0-immature-baseline","note":"Baseline scores from an immature model (maturity gate not passed). Scores rank; they never assert a category."}}