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- 1 Similar Profiles
Projects
- 1 Finished
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ISI: Interpersonal Stress Intervention with AI
Henkel, A. (PI), Bromuri, S. (Co-supervisor) & Waelbers, B. (Junior researcher)
1/03/21 → 28/02/25
Project: PhD project
Research output
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Augmenting human service agents with intelligent technologies
Waelbers, B. M. L., Henkel, A. P. & Bromuri, S., 16 Jan 2026, (E-pub ahead of print) In: Journal of Service Management. 24 p.Research output: Contribution to journal › Book/Film/Article review › Academic
Open Access -
Artificial intelligence in customer service interactions: From multi-layered information to organizational insights
Waelbers, B. M. L., 19 Dec 2025, Open Universiteit. 261 p.Research output: Thesis › Doctoral Thesis › Thesis 1: fully internal
Open AccessFile10 Downloads (Pure) -
Automated Detection of Firm Social Media Response Strategies: A Multi-Label Classification Study of X-Based Customer Service Interactions
Waelbers, B. M. L., Henkel, A. P. & Bromuri, S., 13 Oct 2025, 2025 10th International Conference on Machine Learning Technologies (ICMLT). Helsinki, Finland: IEEE, Vol. 2025. p. 310-315 6 p.Research output: Chapter in Book/Report/Conference proceeding › Conference Article in proceeding › Academic › peer-review
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Beyond Traditional Quality Monitoring in Call Centers: A Comparative Analysis of Human Evaluators and Large Language Models
Waelbers, B. M. L., Henkel, A. P. & Bromuri, S., 1 Sept 2025, Information Management. ICIM 2025. Li, S. (ed.). Springer, Cham, Vol. 2540. p. 314-323 10 p. (Communications in Computer and Information Science, Vol. 2540).Research output: Chapter in Book/Report/Conference proceeding › Conference Article in proceeding › Academic › peer-review
Open AccessFile1 Downloads (Pure) -
Smart feedback: Enhancing human feedback and evaluation with AI support in call centers
Waelbers, B. M. L., 7 Oct 2024.Research output: Contribution to conference › Poster › Academic
Activities
- 3 Conference contribution (without a publication)
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Using LLMs for call center quality monitoring
Waelbers, B. (Speaker)
29 Aug 2024 → 30 Aug 2024Activity: Talk or presentation types › Conference contribution (without a publication) › Academic
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A Systematic Literature Review on the Application of Artificial Intelligence in Human-To-Human Customer Service Interactions
Waelbers, B. (Speaker)
23 Oct 2024Activity: Talk or presentation types › Conference contribution (without a publication) › Academic
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Exploring the impact of AI on human-to-human customer service: A systematic literature review
Waelbers, B. (Speaker)
6 Nov 2024Activity: Talk or presentation types › Conference contribution (without a publication) › Academic