CV | Chuan (River) Zhu

Curriculum vitae for Chuan (River) Zhu, a PhD researcher studying AI, generative AI, service operations, platform operations, and empirical operations management.
Author

Chuan (River) Zhu

Keywords

academic CV, operations management, generative AI, service operations, platform operations, empirical operations management

Curriculum Vitae

CV

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Academic Profile

Education

Ph.D. in Business Artificial Intelligence

School of Management, Fudan University, expected 2027.

Dissertation focus: Integrating AI in Service Operations.

B.S. in Logistics Engineering

Northeast Forestry University, 2018.

Research Interests

Fields

Service operations; platform operations; empirical operations management.

Topics

AI-enabled service operations; human-AI collaboration; human-in-the-loop systems; GenAI and AI agents in platform operations; workforce management.

Methods

Field experiments; causal inference; machine learning; LLM-based measurement.

Empirical Settings

Customer service and contact-center operations; digital platforms and online marketplaces; AI-enabled service operations.

Research Output

Working Papers

(Job Market paper, *co-first authorship), under review at Operations Research

Agentic AI and Human-in-the-Loop Interventions: Field Experimental Evidence from Alibaba’s Customer Service Operations

Yiwei Wang*, Chuan Zhu*, Tianjun Feng, Lauren Xiaoyuan Lu, and Bingxin Jia.

SSRN author page arXiv abstract Paper PDF

Working paper

Managing Front-office and Back-office Effort Allocation: Unpacking the Effects of Workload on Service Performance

Chuan Zhu, Tom Fangyun Tan, and Tianjun Feng.

Paper PDF

Conference Presentations

  • Agentic AI and Human-in-the-Loop Interventions: Field Experimental Evidence from Alibaba’s Customer Service Operations. POMS Annual Meeting, 2026.
  • Managing Front-office and Back-office Effort Allocation: Unpacking the Effects of Workload on Service Performance. POMS-HK, 2026.

Professional Experience

Alibaba Group

Research Scientist, Customer Operations Department, July 2022 to present. Full-time, onsite academic collaboration in Hangzhou, China.

Environmental Defense Fund Climate Corps and LONGi Green Energy

Climate Corps Fellow, July 2021 to Oct. 2021. Full-time, onsite internship in Xi’an, China.

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Teaching, Service, Honors, and Skills

Teaching

Teaching Assistant for Operations Management, Data-Driven Market Analysis, Microeconomics, and Theories and Practices of Entrepreneurship.

Honors, Fellowships, and Awards

  • Climate Corps Fellow, Environmental Defense Fund, 2021.
  • Outstanding Academic Scholarship, School of Management, Fudan University, 2019.

Skills

  • GenAI / LLM: Retrieval-Augmented Generation (RAG), Agentic AI, LLM Fine-Tuning, Data Annotation and Evaluation.
  • Programming: Python, R, Stata, SQL.
  • Software: MATLAB, LaTeX.

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