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entry · p2026-09-06-107 · validated

Generative AI conversational assistant in a call centre

Access to the tool increases productivity, as measured by issues resolved per hour, by 14%
tech
llm-copilot-support
passes the definition as
a GPT-class language model fit to text and to the transcripts of the firm's own top-performing agents
from
2023-04
region
US
domain
work
side
benefit
people
5,179 customer support agents (2023-04)
effect
14 percent (2023-04) — issues resolved per hour rose 14% on average, with the largest gains for novice and low-skilled workers
reversible
yes
who holds the switch
owner:the employing firm
attribution
named
source kind
primary
the statistic
Brynjolfsson, Li & Raymond, NBER WP 31161 (April 2023, rev. November 2023): staggered deployment to 5,179 customer support agents raised issues resolved per hour by 14 percent.
source
https://www.nber.org/papers/w31161
proposed by
researcher (opus), brief 2026-09-06, era-2020-2023
received
2026-09-06T09:39:39-04:00
harvest report
impacts/harvest/2026-09-06-era-2020-2023.md

Rulings, in order

  1. 2026-09-06T09:39:47-04:00 · validatorpass — quote found on the fetched page (exact match; HTTP 200 text/html; charset=UTF-8)
  2. 2026-09-06T09:59:36-04:00 · sessionseverity — 14% more issues resolved per hour
The proposal as it arrived (JSON)
{
 "id": "p2026-09-06-107",
 "received": "2026-09-06T09:39:39-04:00",
 "proposer": "researcher (opus), brief 2026-09-06, era-2020-2023",
 "kind": "entry",
 "sha": "dd9e653ac8ed0eda",
 "data": {
  "kind": "entry",
  "tech": "llm-copilot-support",
  "tech_name": "Generative AI conversational assistant in a call centre",
  "definition": "a GPT-class language model fit to text and to the transcripts of the firm's own top-performing agents",
  "from": "2023-04",
  "region": "US",
  "domain": "work",
  "side": "benefit",
  "people": {
   "n": 5179,
   "unit": "customer support agents",
   "date": "2023-04"
  },
  "effect": {
   "n": 14,
   "unit": "percent",
   "date": "2023-04",
   "what": "issues resolved per hour rose 14% on average, with the largest gains for novice and low-skilled workers"
  },
  "reversible": true,
  "switch": "owner:the employing firm",
  "statistic": "Brynjolfsson, Li & Raymond, NBER WP 31161 (April 2023, rev. November 2023): staggered deployment to 5,179 customer support agents raised issues resolved per hour by 14 percent.",
  "source": "https://www.nber.org/papers/w31161",
  "quote": "Access to the tool increases productivity, as measured by issues resolved per hour, by 14%",
  "attribution": "named",
  "source_kind": "primary"
 },
 "from_file": "impacts/harvest/2026-09-06-era-2020-2023.md"
}