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ServiceNow AI Research
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human-AI collaboration
ServiceNow AI Research
human-AI collaboration
Backpropagating from Customer Success
How do we measure the real performance of AI in enterprise—beyond just model performance? This work introduces a research project …
Midam Kim
,
Fabio Casati
,
Darrell Penta
,
Ihnaee Choi
,
Minyoung Kim
Conference on Human Factors in Computing Systems (ACM-CHI), 2025.
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An Empirical Exploration of Trust Dynamics in LLM Supply Chains
With the widespread proliferation of AI systems, trust in AI is an important and timely topic to navigate. Researchers so far have …
Agathe Balayn
,
Mireia Yurrita
,
Fanny Rancourt
,
Fabio Casati
,
Ujwal Gadiraju
Conference on Human Factors in Computing Systems (ACM-CHI), 2024.
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Investigating Interaction Friction in Generative AI: Improving User Experience and Decision-Making
Incorporating ethical principles of human-centered AI, such as fostering human autonomy and mindful decision-making, challenges the …
Pauline Malaguti
,
Alexander J. Karran
,
Di Le
,
Hayley Mortin
,
Constantinos K. Coursaris
,
Sylvain Sénécal
,
Pierre-Majorique Léger
Special Interest Group On Computer-Human Interaction, 2024.
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