customer service managers

Abstract: Can humans and artificial intelligence cooperate such that their combination yields greater accuracy than either agent alone? This result, termed \emph{synergy} or \emph{complementarity}, is notoriously difficult to achieve, even when both agents possess significant independent accuracy. In this paper, we present a formal framework to model human-AI interaction through the lens of reliance patterns, which characterize the joint correctness structure of human and algorithmic decisions. We derive mathematically necessary and sufficient conditions for synergy, demonstrating that its emergence depends on the ability of either agent to identify and correct the errors of the other, what we call Human and Algorithmic Correction. Beyond its theoretical contribution, the proposed framework provides a foundation for the design and evaluation of knowledge-based decision support systems, where interaction policies must dynamically integrate heterogeneous sources of expertise. We demonstrate this through the analysis of seven clinical case studies. Our empirical results reveal a ``dominance trap,'' where a strong algorithmic advantage can paradoxically inhibit synergy by eroding human corrective intervention. We also show that synergy can persist even in the presence of cognitive biases, such as automation bias, provided there is functional de-correlation between human and AI errors. These results provide a formal foundation for key concepts in the human-AI systems literature and offer actionable insights for designing interaction-centric AI systems that foster complementarity.

Abstract: Automated interviewers and conversational agents are increasingly used in research, recruitment, customer service, and education. However, many existing systems rely on fixed question sequences and provide limited context-based personalization without considering participants' knowledge, which can lead to repetitive or irrelevant follow-up questions. Therefore, there is a need for an adaptive interviewing system that can adjust question depth while maintaining conversational continuity and semantic progression. To address this, an Evidence-Traceable Dynamic Interviewer Architecture is presented using a locally hosted Large Language Model (LLM), with the interview continuously adapted throughout the entire conversation based on the participant's responses and evolving context. The interviewer profiles participants' expertise in real time to generate knowledge-appropriate questions, well-articulated responses, and smooth transition messages that support conversational continuity. A five-module prompt-driven architecture and persistent interview-state record support these functions. The interviewer was evaluated with 246 participants. Expertise Profiling module (M3) showed 78.9% exact agreement with independently reported participant expertise, with a weighted Cohen's K of 0.80. Generate Iterative Questions module (M4) showed a strong expertise-complexity association (p=.79, p<.001), and participants reported high relevance (mean 4.41), engagement (mean 4.32), and satisfaction (mean 4.38), providing evidence that the architecture's adaptive components operated consistently with their intended functions while participants reported a positive interview experience.

Abstract: Random selection is widely used in resource allocation and auditing, making reliable implementation essential for AI-agent systems. Behavioural tests across six reasoning models uncovered threshold and divisibility rules used in identifier-based choices. For threshold-following GPT-6 Sol and Gemini 3.8 Flash, single-agent measurements prospectively predicted correlated participation under shared identifiers and biased participation under distinct identifiers with common timestamp bits. Changing dates, formats and identifier labels revealed when these predictions held. Explicit instructions to randomize independently reduced but did not eliminate shared-input correlation. To test implications for oversight, we asked four models to select customer requests randomly for human review. GPT-6 Sol approached the target rate while selecting predictably from identifiers; the others rarely selected requests. All four closely followed supplied random draws. These findings expose collective and audit vulnerabilities that selection rates alone miss, making input-dependent bias, correlation and predictability central targets for agent evaluation.