😌 In our simulation studies, CSRs found the cognitive burdens of working with uncivil clients reduced with Care-Pilot.

They reported it helped them avoid negative thinking spirals, recenter during difficult interactions, and maintain empathy toward upset clients. [4/7]

🤖💬 We evaluated Care-Pilot against human coworker support messages across uncivil client scenarios.

Linguistic analyses and CSR perceptions showed Care-Pilot's messages were more sincere, actionable, and relatable than human support. [3/7]

Client-Service Reps (CSRs) learn to “act nice” but lack tools for deep emotional regulation when facing incivility.

🧠✨ Care-Pilot is placed in client interactions to identify negative thoughts and offer support messages to help workers cognitively reframe situations. [2/7]

😓 #AI co-pilots excel in information work, but what about emotional ones? Working with angry clients harms #MentalHealth

🫂 Our #CHI2025 paper w/ @msftresearch.bsky.social
introduces Care-Pilot, an AI-agent to empathetically support workers. #FutureOfWork

bit.ly/carepilot2 [1/7]

🥲1st time seeing my student present

As a @KhouryCollege Apprentice, Joyce Hsu, incorporated LLM explanations and co-design to our ongoing study on human-in-the-loop mental health informatics

Big 🎉 for her future!

#academicsky
#academicchatter

"Baffled Hugh Grant" is me irl when receiving gifts. But these are the first I've gotten as thanks from students (coincidentally, on the same day)!!!

A senior of mine had told me that it's important to hold onto appreciation in academia. Here's me trying 🍵🍫

#academicsky