{"id":"W4386092543","doi":"10.1287/isre.2022.0152","title":"More Than a Bot? The Impact of Disclosing Human Involvement on Customer Interactions with Hybrid Service Agents","year":2023,"lang":"en","type":"article","venue":"Information Systems Research","topic":"AI in Service Interactions","field":"Computer Science","cited_by":116,"is_retracted":false,"has_abstract":true,"ca_institutions":"","funders":"HEC Montréal","keywords":"Chatbot; Service (business); Leverage (statistics); Customer service; Business; Transparency (behavior); Workload; Computer science; Knowledge management; Marketing; World Wide Web; Artificial intelligence; Computer security","routes":{"ca_aff":false,"ca_fund":true,"ca_venue":false,"about_ca":false,"invisible_to_affiliation_only":true},"retraction":null,"screen":null,"direct_labels":[],"prediction":{"model_version":"metacan-v3-hybrid-931329e0061c","candidate_categories":[],"consensus_categories":[],"category_scores_codex":[0.01068648,0.0002746843,0.0003153653,0.0004272054,0.00223159,0.004722229,0.0006575167,0.001294684,0.004734367],"category_scores_gemma":[0.07767817,0.0003258525,0.0003878259,0.0004417344,0.002111854,0.004078917,0.002472003,0.002249877,0.0005589296],"about_ca_system_candidate":false,"about_ca_system_consensus":false,"about_ca_system_score_codex":0.001250467,"about_ca_system_score_gemma":0.001226915,"about_ca_topic_candidate":false,"about_ca_topic_consensus":false,"about_ca_topic_score_codex":0.002796269,"about_ca_topic_score_gemma":0.0026072,"domain_scores_codex":[0.9833143,0.0124743,0.0005571411,0.000611915,0.002107938,0.0009344227],"domain_scores_gemma":[0.8685061,0.0899906,0.02561878,0.00734047,0.003901122,0.004642929],"domain_codex":null,"domain_gemma":null,"domain_candidate":null,"domain_consensus":null,"study_design_codex":"observational","study_design_gemma":"observational","study_design_scores_codex":[0.002283426,0.002072096,0.7101531,0.0004008698,0.0004188342,0.001985336,0.1044666,0.003075451,0.007755151,0.01439734,0.003542615,0.1494492],"study_design_scores_gemma":[0.0002368265,0.002203218,0.7486268,0.0006634068,0.000624858,0.002475338,0.171164,0.0259975,0.00705209,0.02363504,0.01704842,0.0002725357],"study_design_candidate":"observational","study_design_consensus":"observational","genre_codex":"empirical","genre_gemma":"empirical","genre_scores_codex":[0.9902943,0.0001840808,0.001619412,0.002186278,0.00002465263,0.00001658313,0.00001817327,0.00002727069,0.005629229],"genre_scores_gemma":[0.999144,0.00005130062,0.0002679834,0.0002206144,0.00001130501,0.000007444465,0.000006677409,0.000004826471,0.0002858537],"genre_candidate":"empirical","genre_consensus":"empirical","teacher_disagreement_score":0.01068648,"threshold_uncertainty_score":0.05651617,"prediction_status":"machine_predicted_unvalidated"},"machine_scores":{"provisional":true,"baseline":true,"maturity_gate_passed":false,"score_opus":0.1422496300864431,"score_gpt":0.445638188650075,"score_spread":0.3033885585636319,"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."}}