Progress over time
An AI assistant helped newer support agents solve more customer problems
In a study of 5,179 customer-support agents, access to real-time AI suggestions was associated with more issues resolved per hour. The largest gains went to newer and lower-performing agents, while the study cannot tell us what happens to jobs or wages over time.
Erik Brynjolfsson, Danielle Li and Lindsey R. Raymond · NBER Working Paper 31161 · revised November 2023
Operational evaluation
1 of 1 results. End of results.