From the wave-0 evidence ledger
Recorded claims
Each claim states what the inspected source says, at the recorded location—bounded by its scope and graded by its confidence. Nothing here is a synthesis across works.
Across 5,172 customer-support agents, access to the generative assistant increased issues resolved per hour by about 15% on average, with substantially larger gains among novice and lower-skilled workers.
Scope: Customer-support work in one organization; task productivity rather than firm profitability.
Performance convergence and evidence that newer workers learned from patterns associated with stronger workers support a knowledge-transfer mechanism; the study also reports improvements in customer sentiment and employee retention, but these outcomes remain setting-specific.
Scope: Observed support-agent cohort and rollout period.
Boundaries
Limitations & independence
Recorded at coding time, carried with the work forever. A claim without its limits is not evidence.
Recorded limitations
- One customer-support organization and task family
- Rollout design is not a universal firm-level randomized trial
- Product and organizational context may interact
- Average effects conceal expertise heterogeneity
Source independence
Academic analysis of a staged workplace assistant rollout; focal-firm and product context but journal peer review.