Charles Costa Researched The Real Story of AI In Customer Service
Charles Costa published a research article for Information Research regarding the role of AI in customer service. He shared with Study Hall the story behind his work: “I recently presented research at the 2025 iConference, aimed at bridging the gap between academic understanding and industry applications of generative AI in customer service.” He added, “The […]
Charles Costa published a research article for Information Research regarding the role of AI in customer service.
He shared with Study Hall the story behind his work: “I recently presented research at the 2025 iConference, aimed at bridging the gap between academic understanding and industry applications of generative AI in customer service.”
He added, “The work explores how contrary to popular belief, the most effective deployments of AI are ones where technology is built to augment the human. This work is a precursor to related paper currently in peer review that examines how generative AI can be effectively used in technical content development.”