Please use this identifier to cite or link to this item: https://hdl.handle.net/10419/333663 
Year of Publication: 
2025
Series/Report no.: 
IZA Discussion Papers No. 18224
Publisher: 
Institute of Labor Economics (IZA), Bonn
Abstract: 
We analyze the impact of AI-augmented training on worker productivity in a financial services company. The company introduced an AI tool that provides performance feedback on call center agents to guide their training. To estimate causal effects, we exploit the staggered roll out of the AI-tool. The AI-augmented training reduces call handling time by 10 percent. We find larger effects for short-tenured workers because they spend less time putting clients on hold. But the AI-augmented training also improves communication style with relatively stronger effects for long-tenured agents, and we find slightly positive effects on customer satisfaction.
Subjects: 
artificial intelligence
training
performance feedback
employee productivity
JEL: 
J24
O31
O33
Document Type: 
Working Paper

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