CSCW'26论文提出“前台调解工作”视角

1. 12:00
   arXiv · Human-Computer Interaction

   前台调解工作：弥合 AI 决策与用户预期差距的隐形劳动

   论文提出“前台调解工作”这一分析视角，审视一线员工为弥合算法决策与用户预期错位而付出的隐形劳动。基于按需拼车服务的定性案例研究，作者归纳出司机在摩擦出现时维持服务接触的四种反复出现实践。这类劳动被吸收进日常运营，在绩效指标、系统日志或正式职位描述中均不留痕迹。

Current heat 9·Comparable peak 10（Oct 7）·Comparable change over 24 hours –

The trend compares only the same participants observed continuously; its range may be smaller than the current heat count. Move or click on the chart to inspect hourly heat; use the left and right arrow keys to switch.