Institute of Psychology, Chinese Academy of Sciences
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The Effect of AI Customer Service on Emotional Labor and Job Burnout among Customer Service Staff: The Moderating Role of Emotional Intelligence and the Mediating Role of Emotional Strategy
No full text近年来，大模型等新兴人工智能技术以其语义理解、翻译、多轮对话、信息摘要等能力正在改变人类的工作模式，以重复性、标准化任务为特征的传统客服行业迎来了智能客服的加入，人们期待智能客服在高效统一、可即时响应海量用户问题等方面提供切实帮助。那么，人工客服与智能客服协同向用户提供服务，是否可以更好地满足用户需求就成为值得研究的新课题。本研究将系统比较人工客服与智能客服在用户需求满足上的任务场景和任务特征，考察情绪智力、情绪策略在智能客服的使用对客服人员情绪劳动和职业倦怠的影响与作用机制。
研究一首先通过对客服从业人员和用户访谈，获取智能客服对客服人员和客服行业的影响因素列表，重点比较了人工客服与智能客服分别在情绪劳动和非情绪劳动上的优势。其次，选取某公司自接入大模型技术后的用户访问数据进行分析，发现用户经过智能客服可以解决的问题主要是标准化、流程型的问题，未解决的问题主要与用户情绪有关；当智能客服未能解决问题时，用户请求转接人工服务。
研究二首先选取某公司 30 名绩效高、中、低的一线客服员工进行岗位观察与访谈，获取人工客服在智能客服辅助下情绪劳动和工作压力变化情况。以此为基础，自编量表和选择符合受访者现状的成熟量表进行问卷调查。问卷调查招募到来自国内客服行业中使用了智能客服系统的客服人员并获取有效样本 433 份。 结果发现，人工客服可以处理智能客服不能处理的情绪问题，情绪智力高的客服员工表现出更低的职业倦怠，情绪智力在智能客服的使用与客服员工职业倦怠中起到调节作用；同时，高情绪智力员工倾向于采用深层扮演的情绪策略，情绪策略在智能客服的使用与职业倦怠中起到中介作用。
上述研究与发现为客服行业利用人工智能客服更好地服务用户提供了决策依据，为人工智能客服在提升客服人员情绪劳动效能和降低职业倦怠上提出了建议。</p
EEG characteristics of craving response in methamphetamine addicts induced by drug-related cues in virtual scenes during abstinence
No full text目的 强烈的渴求是药物成瘾的核心特征之一,前额叶皮层抑制功能的下降是导致渴求失控的重要因素。已有研究发现了一些静息和药物线索暴露下的脑电频谱特征,尚未获得稳定的一致的证据,且这些特征还主要是区分成瘾和健康人群的差异,缺乏区分成瘾者在线索诱发下渴求强度相关的脑电特征的研究。方法 本研究通过建立虚拟毒品场景线索,评估唤起主观渴求的成瘾者与未唤起主观渴求的成瘾者差异性的脑电特征。结果 虚拟药场景线索具有较好的激活成瘾者渴求反应的生态效度,成瘾者在从低到高等级的虚拟环境下渴求强度逐级增加;且主观报告渴求高的成瘾者用药时间长度和用药总量显著高于低渴求者。成瘾者与健康对照组前额叶脑电激活特征差异显著,成瘾者在虚拟毒品场景中beta和Gamma频段相对功率增加,但在成瘾组内高、低渴求分的个体均呈现相似的激活特征,说明左额脑电激活特征对渴求识别只具有敏感性而非特异性。成瘾被试高渴求者,呈现左额EEG theta幅值下降和额区EEG theta显著的右偏侧化;并且渴求相关脑电特征与成瘾者主观渴求得分正相关。结论 结果提示成瘾者在虚拟线索下前额叶EEG theta幅值的变化可能与强烈的渴求生物标记相关。</p
Optimizing Takeover Performance: Balancing Warning Information Amount for Urgent and Non-Urgent Autonomous Transitions
No full textInformative warnings can improve takeover performance in automated vehicles, but improper or excessive information may hinder it. This study investigates the optimal amount of information in urgent and non-urgent autonomous takeover transitions. Forty-five drivers were randomly assigned to groups receiving different amounts of the selected takeover warning information elements. Each group completed simulated takeover tasks in four scenarios with different urgency. Takeover performance, situation awareness, and stress levels were measured. The results indicate that, in urgent situations, single-element assistance delays takeover response, while three elements increase failure risk. However, dual-element assistance yields faster response, equivalent awareness, and minimal stress. In non-urgent situations, having three elements leads to the best awareness and lowest stress compared with having fewer elements. In conclusion, an appropriate and non-overwhelming level of information facilitates urgent takeover performance, whereas greater information is advantageous in non-urgent cases. These findings provide insights into designing appropriate warning amount assistants for automated driving takeover requests across varying time-pressure situations.</p
Dark brain energy: Toward an integrative model of spontaneous slow oscillations
No full textNeural oscillations facilitate the functioning of the human brain in spatial and temporal dimensions at various frequencies. These oscillations feature a universal frequency architecture that is governed by brain anatomy, ensuring frequency specificity remains invariant across different measurement techniques. Initial magnetic resonance imaging (MRI) methodology constrained functional MRI (fMRI) investigations to a singular frequency range, thereby neglecting the frequency characteristics inherent in blood oxygen level-dependent oscillations. With advancements in MRI technology, it has become feasible to decode intricate brain activities via multi-band frequency analysis (MBFA). During the past decade, the utilization of MBFA in fMRI studies has surged, unveiling frequency-dependent characteristics of spontaneous slow oscillations (SSOs) believed to base dark energy in the brain. There remains a dearth of conclusive insights and hypotheses pertaining to the properties and functionalities of SSOs in distinct bands. We surveyed the SSO MBFA studies during the past 15 years to delineate the attributes of SSOs and enlighten their correlated functions. We further proposed a model to elucidate the hierarchical organization of multi-band SSOs by integrating their function, aimed at bridging theoretical gaps and guiding future MBFA research endeavors.</p
Therapeutic Metaphors Enhance Memory Systems in Mental Health Contexts
No full textBackgroundPsychotherapeutic memory plays an important role in maintaining therapeutic effects; however, the neural mechanisms of therapeutic metaphor promoting long-term memory were still unknown.ObjectiveThis study used metaphorical micro-counseling dialog scenarios to investigate the memory effect of therapeutic metaphor and correlated neural mechanisms.MethodsAt first, 31 participants read a mental distress problem, followed by a metaphorical or a literal solution, while undergoing functional magnetic resonance imaging scanning during the encoding phase. One week later, a recognition memory test was performed outside the scanner.ResultsThe results revealed that metaphorical solutions were associated with higher insight experiences and better memory performance than literal solutions. Greater activations were observed in the multiple memory systems, including episodic (parahippocampal gyrus, hippocampus, and thalamus), emotional (amygdala), and procedural/implicit (caudate, putamen, and cerebellum), in contrast to later remembered versus later forgotten based on the gap between metaphorical and literal solutions. Insightfulness and activities of the hippocampus, caudate, and cerebellum could predict memory performance.ConclusionsThese findings indicated that multiple memory systems are involved in successful memory encoding of therapeutic metaphors; this suggested that incorporating metaphors into psychotherapy practices could lead to better retention of therapeutic information and improve clinical outcomes compared to literal psychotherapy.</p
Brain Activation and Aberrant Effective Connectivity in the Mentalizing Network of Preadolescent Children at Familial High Risk of Schizophrenia or Bipolar Disorder
No full textBACKGROUND: Schizophrenia and bipolar disorder are characterized by social cognitive impairments, and recent research has identified alterations of the social brain. However, it is unknown whether familial high risk (FHR) of these disorders is associated with neurobiological alterations already present in childhood. METHODS: As part of the Danish High Risk and Resilience Study-VIA 11, we examined children at FHR of schizophrenia (n = 121, 50% female) or bipolar disorder (n = 75, 47% female) and population-based control children (PBCs) (n = 128, 48% female). Using functional magnetic resonance imaging and dynamic causal modeling, we investigated brain activation and effective connectivity during the social cognition paradigm from the Human Connectome Project. RESULTS: We found similar activation of the mentalizing network across groups, including visual area V5, the dorsomedial prefrontal cortex, and the posterior superior temporal sulcus (pSTS). Nonetheless, both FHR groups showed aberrant brain connectivity in the form of increased feedforward connectivity from left V5 to pSTS compared with PBCs. Children at FHR of schizophrenia had reduced intrinsic connectivity in bilateral V5 compared with PBCs, whereas children at FHR of bipolar disorder showed increased reciprocal connectivity between the left dorsomedial prefrontal cortex and the pSTS, increased intrinsic connectivity in the right pSTS, and reduced feedforward connectivity from the right pSTS to the dorsomedial prefrontal cortex compared with PBCs. CONCLUSIONS: Our results provide first-time evidence of aberrant brain connectivity in the mentalizing network of children at FHR of schizophrenia or FHR of bipolar disorder. Longitudinal research is warranted to clarify whether aberrant brain connectivity during mentalizing constitutes an endophenotype associated with the development of a mental disorder later in life
The primacy of taxonomic semantic organization over thematic semantic organization during picture naming
No full textDifferent organizational structures have been argued to underlie semantic knowledge about concepts; taxonomic organization, based on shared features, and thematic organization based on co-occurrence in common scenes and scenarios. The goal of the current study is to examine which of the two organizational systems are more engaged in the semantic context of a picture naming task. To address this question, we examined the representational structure underlying the semantic space in different picture naming tasks by applying representational similarity analysis (RSA) to electroencephalography (EEG) datasets. In a series of experiments, EEG signals were collected while participants named pictures under different semantic contexts. Study 1 reanalyzes existing data from semantic contexts directing attention to taxonomic organization and semantic contexts that are not biased towards either taxonomic or thematic organization. In Study 2 we keep the stimuli the same and vary semantic contexts to draw attention to either taxonomic or thematic organization. The RSA approach allows us to examine the pairwise similarity in scalp-recorded amplitude patterns at each time point following the onset of the picture and relate it to theoretical taxonomic and thematic measures derived from computational models of semantics. Across all tasks, the similarity structure of scalp-recorded neural activity correlated better with taxonomic than thematic measures, in time windows associated with semantic processing. Most strikingly, we found that the scalp-recorded patterns of neural activity between taxonomically related items were more similar to each other than the scalp-recorded patterns of neural activity for thematically related or unrelated items, even in tasks that makes thematic information more salient. These results suggest that the principle semantic organization of these concepts during picture naming is taxonomic, at least in the context of picture naming.</p
Work stressors and aggressive driving: The mediating roles of stress appraisals
No full textWhile the association between work stressors and the risk of traffic accidents and driving lapses has been established, there is a lack of research exploring the relationship between work stressors and aggressive driving-a notable contributor to traffic incidents and injuries. To fill this gap, the present study utilized the challenge-hindrance stressor framework and the transactional theory of stress to investigate the effects of these stressors on aggressive driving behaviors, with a particular focus on the mediating roles of challenge and hindrance appraisals. We used time-lagged design and gathered self-reported data from 247 employees at a Chinese company over three distinct time points. The results of structural equation modeling indicated that both challenge and hindrance stressors are positively associated with aggressive driving, with their effects mediated by corresponding appraisals of challenge and hindrance. Notably, challenge appraisals were inversely related to aggressive driving. Our study is one of the first attempts to explore the relationship between work stressors and aggressive driving, underscoring the critical role of stress appraisals in understanding responses to stressors.</p
The role of 15 mA and 77.5 Hz transcranial alternating current stimulation in blood pressure regulation: A post hoc analysis of a randomized controlled trial
No full textBackground: Transcranial alternating current stimulation (tACS) at 77.5 Hz and 15 mA, targeting the forehead and mastoid areas, has proven efficacious in patients with major depressive disorder (MDD) by simultaneously stimulating multiple brain nuclei and regions, many of which are critical for blood pressure regulation. This post hoc analysis aimed to assess the potential blood pressure-lowering effects of 77.5 Hz, 15 mA tACS in first-episode drug-naive MDD patients with normotension. Methods: Data from a previous randomized controlled trial (RCT) involving first-episode drug-naive MDD patients were analyzed. Participants underwent 20 sessions of either active tACS or sham stimulation. Vital signs, including systolic blood pressure (SBP) and diastolic blood pressure (DBP), were measured at baseline, after treatment (Week 4), and at follow-up (Week 8). Multivariate linear regression and Generalized Estimating Equations (GEE) models were used to evaluate the effects of the treatment on blood pressure. Results: Totally 68 participants were analysis (33 in the sham group and 35 in the active group). By Week 4, the active tACS group exhibited a significant reduction in both SBP and DBP compared to the sham group (coefficient - 2.04, 95 % CI -3.01 to -1.07, p < 0.001 on SBP, and coefficient - 1.92, 95 % CI -2.69 to -1.18, p < 0.001 on DBP). Conclusions: tACS at 77.5 Hz and 15 mA can effectively reduce SBP and DBP in first-episode drug-naive depressive individuals with normotension, with greater reductions observed in those with higher baseline levels
Shared and Unique Neural Codes for Biological Motion Perception in Humans and Macaque Monkeys
No full textThroughout evolution, living organisms have honed the ability to swiftly recognize biological motion (BM) across species. However, how the brain processes within- and cross-species BM, and the evolutionary progression of these processes, remain unclear. To investigate these questions, the current study examined brain activity in the lateral temporal areas of humans and monkeys as they passively observed upright and inverted human and macaque BM stimuli. In humans, the middle temporal area (hMT+) responded to both human and macaque BM stimuli, while the right posterior superior temporal sulcus (hpSTS) exhibited selective responses to human BM stimuli. This selectivity is evidenced by an increased feedforward connection from hMT+ to hpSTS during the processing of human BM stimuli. In monkeys, the MT region processed BM stimuli from both species, but no subregion in the STS anterior to MT is specific to conspecific BM stimuli. A comparison of these findings suggests that upstream brain regions (i.e., MT) may retain homologous functions across species, while downstream brain regions (i.e., STS) may have undergone differentiation and specialization throughout evolution. These results provide insights into the commonalities and differences in the specialized visual pathway engaged in processing within- and cross-species BMs, as well as their functional divergence during evolution.</p
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