Gamifying the Human-in-the-Loop: Toward Increased Motivation for Training AI in Customer Service

• Published in: Artificial Intelligence in HCI Vol. 13336; pp. 100 - 117
• Main Authors: Wiethof, Christina, Roocks, Tim, Bittner, Eva A. C.
• Format: Book Chapter
• Language: English
• Published: Switzerland Springer International Publishing AG 2022; Springer International Publishing
• Series: Lecture Notes in Computer Science
• Subjects: Customer service; Gamification; Human-in-the-loop

In this paper, we contribute to research on human-AI collaboration in the scope of Hybrid Intelligence Systems, which enable mutual augmentation and collaborative learning of both human and AI. Thereby, we address a research gap focusing on the continuance intention of customer service employees to...