Did you know that artificial intelligence has increased productivity in customer service? The study published in two thousand twenty-five follows five thousand one hundred seventy-two agents. It does not compare a robot to a company: it measures humans using a help tool. The assistant suggests answers while the employee processes the requests. It is always a service activity with clients and a working environment. Our screen shows abstract exchanges, without inventing a customer message, personal data or a resolution of each problem.
The average reported result is an increase of about fifteen percent in the number of problems solved per hour. The effects vary among workers, including their experience. The figure does not mean fifteen percent additional income or fifteen percent replacement employees.
The point is to measure an aid in a job rather than asserting that an AI is better overall. The comparison concerns this environment and this tool. One suggestion remains to be judged: its fluidity is not an automatic proof that it corresponds to the customer’s needs.
What we know
The 2025 publication analyzes 5,172 agents and about 15% more problems solved per hour. It measures assistance to workers, not their replacement.
To go to the source
References consulted on October 12, 2026.
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