AI-Led Customer Service: A Training for Tomorrow, Today
Document Type
Dissertation
Publication Date
Spring 5-2-2026
Keywords
Artificial Intelligence, Instructional Design, Faculty
Abstract
This project examined whether students in AI-led online courses, with instructor support, could achieve outcomes consistent with traditional instructor-led formats. Using constructivism and connectivism as a theoretical framework, the study developed a research-informed course model for post-secondary education. This hybrid LMS and curriculum design project delivered commercial AI-led training courses and a full academic course framework featuring an AI agent architecture with structured human oversight. The project addressed scalability, instructional equity, and compliance with Regular and Substantive Interaction requirements, contributing a replicable framework for responsible AI integration in higher education.
Recommended Citation
Lamkin, Jesica, "AI-Led Customer Service: A Training for Tomorrow, Today" (2026). College of Arts and Cultural Studies Doctor of Strategic Leadership (DSL) Projects. 43.
https://digitalshowcase.oru.edu/coacs_dsl_projects/43
