Artificial Intelligence in Coaching: Improving Productivity and Communication Quality for Call Center Agents

Özgül, P. (Speaker)
Rounding, N. (Speaker)

Activity: Talk or presentation / Performance / Speeches › Talk or presentation - at conference › Academic

Description

This paper analyzes the impact of artificial intelligence (AI) on worker productivity. Using a unique dataset from a large European financial service provider, we evaluate the introduction of a labor-augmenting AI tool in the coaching regime of call center agents. The data includes both traditional productivity metrics, such as call handling time, and complex AI-generated measures of communication style. We exploit the company’s staggered introduction of the AI tool to estimate causal effects. The AI-enhanced coaching reduces agents’ call handling time by approximately 10%, with larger effects for low- compared to their high-tenured agents. These productivity gains are primarily driven by improvements in problem-solving skills and communication styles.

Period	18 Mar 2025
Event title	GSBE Learning & Work seminar series
Event type	Seminar
Location	Maastricht, NetherlandsShow on map
Degree of Recognition	National