Barua, Saumabha, and Doel Mukherjee. “A Framework for Evaluating Empathy in Generative AI Customer Service”. Journal of Cultural Analysis and Social Change 10, no. 3 (December 4, 2025): 2754–2767. Accessed April 29, 2026. https://jcasc.com/index.php/jcasc/article/view/2831.