Real-Time Guidance Design: Principles for AI-Augmented Proactive Guidance Systems Supporting Human Dialogue in Customer Service
Type
conference paper
Date Issued
2025-10-11
Author(s)
Abstract
Live customer-service calls place heavy demands on agents’ limited attentional resources: they must listen, speak, retrieve information, and follow prescribed procedures simultaneously. Yet most AI support tools remain reactive, relying on user-initiated queries and thus amplifying the very cognitive load they are meant to relieve. To address this issue, we examined AI-augmented proactive guidance embedded directly in service agents’ interfaces. Using a design-science research methodology, we carried out three iterative development and evaluation cycles. These cycles yielded three design principles, rooted in theory and practice, and guided our transition from a low-fidelity prototype to a fully instantiated web-application artefact. Findings from controlled evaluations in the form of semi-structured interviews with customer-service practitioners validate our nascent design theory. Alongside the design principles, we provide a transferable system architecture for practical deployment and outline avenues for further evaluation.
Language
English
Official URL
File(s)![Thumbnail Image]()
Name
Real-Time Guidance Design_ Principles for AI-Augmented Proactive.pdf
Size
518.73 KB
Format
Adobe PDF
Checksum (MD5)
8933dd79bb16dcd14f57f0b19d5c89b7