CIRI Blog Overview

iSchool faculty members have their own blog to share updates on their research projects, innovative ideas for advancing online teaching and learning, experiences with emerging technologies, thoughts on research methods, and whatever else is percolating in their minds. It’s a treasure trove of inspiration and knowledge.

New posts are published monthly. We encourage you to visit the blog often and share your comments.  

The most recent blog post was authored by Dr. Souvick Ghosh and his student Charles Costa. They discussed their recent study that examined how enterprises weave generative AI into the twin cornerstones of modern customer support—chatbots and the Agent Desktop. Read the blog post on CIRI Blog.

“Looking ahead, generative AI is poised to shift customer‑service work from retrieval toward relationship management. By weaving large language models into existing agent desktop workflows and respecting regulatory guardrails, enterprises can cultivate symbiosis rather than substitution, delivering faster resolutions and deeper human connections.” - Dr. Souvick Ghosh and Charles Costa