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SRC-5512e42a86444868 · Source record

Generative AI at Work

Quarterly Journal of Economics · 3 connected claims

D11 · AI Models, Agents & Human–AI InteractionD18 · Operations, Governance & Organization

Canonical route

https://doi.org/10.1093/qje/qjae044

Claims connected to this source

  1. MWITA-FT-2026-017A staggered enterprise deployment across 5,172 customer-support agents increased issues resolved per hour by about 15% on average, with larger gains for less experienced and lower-skill workers.Evidence A
  2. MWITA-MB-2026-015A 2025 QJE study of staggered rollout to 5,172 support agents estimated 15% more resolved issues per hour, with larger gains for less-experienced agents and small quality declines among some highly skilled agents.Evidence A
  3. MWITA-WO-2026-005The QJE field study found an average productivity increase around 14% for customer-support agents, with substantially larger gains for less-skilled and less-experienced workers.Evidence A

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