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Keywords: Service agent augmentation
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Journal Articles
Journal:
Journal of Service Management
Journal of Service Management (2026) 37 (6): 26–49.
Published: 16 January 2026
... . Customer service interactions Service agent augmentation Intelligent digital technologies Artificial intelligence (AI) Socio-technical systems theory Every day, service agents shape billions of customer experiences. In 2023, over 2.8 million service agents in the US managed customer inquiries...
Includes: Supplementary data
