인간-AI 협업이 상담사의 라포 형성과 업무 효과성에 미치는 영향 연구

초록

As the use of AI becomes more widespread in today’s work environments, various forms of AI are increasingly supporting or partially replacing human tasks. In particular, chatbots have begun to substitute for some of the functions traditionally performed by human agents in B2C customer-facing contexts. This study examines the emotional role of human agents from the perspective of human–AI collaboration, focusing on how rapport-building behaviors influence task effectiveness. Specifically, we investigated group differences in rapport-building behaviors—such as small talk, backchanneling, asking questions, and using subjective expressions—and task effectiveness depending on whether AI was introduced, as well as the extent to which each behavior affects task effectiveness. The findings reveal that the presence of AI led to significant differences in the frequency of certain rapport-building behaviors and in task effectiveness, and that rapport-building behaviors had a partial impact on task effectiveness. This study contributes to understanding how AI complements the capabilities of human agents in the context of remote sales communication and provides practical implications for the field of knowledge management regarding enhancing task effectiveness and interpersonal competencies through AI utilization.

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