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The article explores the dynamics of frontline service employee (FLE) and artificial intelligence (AI) collaboration, focusing on its impact on FLEs’ jobs and shifting focus from job replacement to job redesign. The research conceptually highlights the need for a comprehensive understanding of FLE–AI collaboration, proposing a holistic framework of FLE–AI collaboration, addressing the tasks suitable for FLE-AI collaboration, suitable skill allocations, and the relationship structures between FLEs and AI.

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Working Together to Get the Job Done – The What, When, and How of Human-AI Collaboration in the Frontline

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  • 发表日期：

    2025年

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  • Irini Tsaga

摘要

The article explores the dynamics of frontline service employee (FLE) and artificial intelligence (AI) collaboration, focusing on its impact on FLEs’ jobs and shifting focus from job replacement to job redesign. The research conceptually highlights the need for a comprehensive understanding of FLE–AI collaboration, proposing a holistic framework of FLE–AI collaboration, addressing the tasks suitable for FLE-AI collaboration, suitable skill allocations, and the relationship structures between FLEs and AI.