Ethnographic Perspectives on AI Chatbots in Customer Support

This study on the integration of artificial intelligence (AI) and large language models (LLMs) presents key findings for the effective and ethical deployment of AI in organizations. It presents original research on the deployment of an AI‐powered assistant at Atlassian that was designed to support engineers by summarizing technical documentation and generating example customer responses. Using ethnographic methods and computational analysis, the study examined the nuanced impacts of AI on labor dynamics, efficiency, and empathetic communication within technical support roles. Findings include the importance of understanding the socio‐technical environment of AI integration and the ethical considerations associated with AI deployment in customer service settings.