Official dataAll sizesUSA
One in four
US workers used generative AI at work in the prior month (Fed survey, Oct 2025)
Sample: Survey of Household Economics and Decisionmaking (SHED), US adults, fielded October 2025.
StudyUpdated 23 Oct 2026
+14%more customer issues resolved per hour by support agents with a generative AI assistant, and +34% for novice and low-skilled agents
+14% more customer issues resolved per hour by support agents with a generative AI assistant, and +34% for novice and low-skilled agents (2020-2021 data, National Bureau of Economic Research, NBER working papers)
StudyChecked at source, 23 Oct 2026LargeGlobalAI · Work
Issues resolved per hour with a generative AI assistant
| Group | Productivity gain |
|---|---|
| All support agents | 14% |
| Novice and low-skilled agents | 34% |
In plain words
What this number really says
+14% more customer issues resolved per hour by support agents with a generative AI assistant, and +34% for novice and low-skilled agents (2020-2021 data).
+14%
the latest figure (2020-2021 data)
Large
company size covered
Study
type of source
Why you can trust it. National Bureau of Economic Research, NBER working papers: study, experiment or academic paper. 5,179 customer support agents at one US software firm; 89% worked outside the US, mostly in the Philippines.
Key facts
- Period 2020-2021 data
- Region Global
- Company size Large
- Next data One-off
Source: National Bureau of Economic Research, NBER working papers, 2020-2021 data
Method and use
How it was measured, and how to use it
How it was measured
- Publisher
- National Bureau of Economic Research, NBER working papers
- Source type
- Study: Experiment or academic paper
- What it measures
- +14% more customer issues resolved per hour by support agents with a generative AI assistant, and +34% for novice and low-skilled agents
- Data period
- 2020-2021 data (ends 31 Dec 2021)
- Published by the source
- 1 Apr 2023
- Who is counted
- 5,179 customer support agents at one US software firm; 89% worked outside the US, mostly in the Philippines.
- In the source's words
Access to the tool increases productivity, as measured by issues resolved per hour, by 14% on average, including a 34% improvement for novice and low-skilled workers
- Checked at source
- 23 Oct 2026: Read on nber.org (w31161, Brynjolfsson, Li and Raymond; issued April 2023, revised November 2023) on 2026-10-23. One large software firm's support team.
- Reuse
- Working paper; quote with credit. Working papers are not peer reviewed.
- Next expected update
- One-off (National Bureau of Economic Research, one-off)
- Original page
- www.nber.org: NBER working papers
- Data files
- CSV · JSON (stable links)
Full change log
- 23 Oct 2026CorrectionWording corrected to match the source: agents were mostly outside the US, so region is Global
Cite this number
APA
National Bureau of Economic Research. (2023). +14% more customer issues resolved per hour by support agents with a generative AI assistant, and +34% for novice and low-skilled agents. Via digitaltreed, https://digitaltreed.com/statistics/ai/ai-assistant-support-productivity
MLA
"+14% more customer issues resolved per hour by support agents with a generative AI assistant, and +34% for novice and low-skilled agents." National Bureau of Economic Research, NBER working papers, 2020-2021 data. digitaltreed, https://digitaltreed.com/statistics/ai/ai-assistant-support-productivity.
HTML link
<a href="https://digitaltreed.com/statistics/ai/ai-assistant-support-productivity">+14% more customer issues resolved per hour by support agents with a generative AI assistant, and +34% for novice and low-skilled agents</a> (National Bureau of Economic Research, 2020-2021 data)
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FAQ
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What is the latest figure for work (Global)?
+14% more customer issues resolved per hour by support agents with a generative AI assistant, and +34% for novice and low-skilled agents, for 2020-2021 data, according to National Bureau of Economic Research, NBER working papers. We checked it at the source on 23 Oct 2026.
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