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Based on interviews with 27 workers, the research reveals that E-Pal prioritizes emotional connection over gaming skills. The platform uses authenticity expectations, performance evaluations, and gamification to regulate workers\u2019 emotional interactions with customers. The findings also highlight how E-Pal\u2019s algorithmic visibility disproportionately favors Asian and Latina female workers, reinforcing gender and racial stereotypes for economic gain. A tiered governance system rewards high-performing workers with greater agency and financial benefits, while lower-tier workers often experience precarity. 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