Table 1 Overview of identified themes,... | Emerald Publishing

Table 1

Overview of identified themes, descriptions, and subtopics

Theme	Description (Subtopics)
Theme 1: Pre-service optimization (n = 23)	This theme focuses on the pre-service phase to minimize waiting times and ensure customers are connected optimally Subtopics: Predictive resource allocation Forecasting Queuing Service agent or channel matching
Theme 2: Interaction intelligence (n = 22)	This theme examines the technologies that capture and analyze conversational details Subtopics: Speech recognition and transcription Customer classification Topic modeling
Theme 3: Service agent well-being (n = 10)	This theme examines the relationship between technologies and the well-being of service agents Subtopics: Service agent stress Service agent well-being
Theme 4: Service agent monitoring (n = 7) Theme 5: Emotion work (n = 14)	This theme studies the technologies used to monitor the behavior and performance of service agents Service agent assessments Service agent behavior This theme centers around understanding, recognizing, and managing customer affective states Subtopics: Emotion recognition Sentiment detection
Theme 6: Collaborative service (n = 23)	This theme highlights technological tools to optimize customer service interactions by combining human expertise with technological support Subtopics: External devices (Apps, robots, glasses) Information structures

Theme	Description (Subtopics)
Theme 1: Pre-service optimization (n = 23)	This theme focuses on the pre-service phase to minimize waiting times and ensure customers are connected optimallySubtopics: Predictive resource allocation Forecasting Queuing Service agent or channel matching
Theme 2: Interaction intelligence (n = 22)	This theme examines the technologies that capture and analyze conversational detailsSubtopics: Speech recognition and transcription Customer classification Topic modeling
Theme 3: Service agent well-being (n = 10)	This theme examines the relationship between technologies and the well-being of service agentsSubtopics: Service agent stress Service agent well-being
Theme 4: Service agent monitoring (n = 7)Theme 5: Emotion work (n = 14)	This theme studies the technologies used to monitor the behavior and performance of service agents Service agent assessments Service agent behavior This theme centers around understanding, recognizing, and managing customer affective statesSubtopics: Emotion recognition Sentiment detection
Theme 6: Collaborative service (n = 23)	This theme highlights technological tools to optimize customer service interactions by combining human expertise with technological supportSubtopics: External devices (Apps, robots, glasses) Information structures