Artificial intelligence in the workplace: insights into the transformation of customer services

Simon Janssen, Michael Stops, Sanne Steens, Pelin Özgül, Nicholas Rounding, Sander Dijksman, Raymond Montizaan, Mark Levels, Didier Fourage, Danique Eijkenboom, Evie Graus and Marie-Christine Fregin
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Simon Janssen: Institute for Employment Research (IAB), Nuremberg, Germany
Sanne Steens: Research Centre for Education and the Labour Market (ROA) at Maastricht University
Pelin Özgül: Research Centre for Education and the Labour Market (ROA) at Maastricht University
Nicholas Rounding: Research Centre for Education and the Labour Market (ROA) at Maastricht University
Sander Dijksman: Research Centre for Education and the Labour Market (ROA) at Maastricht University
Raymond Montizaan: Research Centre for Education and the Labour Market (ROA) at Maastricht University
Mark Levels: Research Centre for Education and the Labour Market (ROA) at Maastricht University
Didier Fourage: IZA ; GSBE ; Netspar ; European Association of Labour Economists (EALE)
Danique Eijkenboom: Research Centre for Education and the Labour Market (ROA) at Maastricht University
Marie-Christine Fregin: Research Centre for Education and the Labour Market (ROA) at Maastricht University

IAB-Forum, 2025, vol. 2025, issue 04|Apr, 1-22.01

Abstract: "How does the use of artificial intelligence in training affect employee productivity? These and other questions were investigated as part of the long-term research project “ai:conomics” using company data from various large European companies. Initial results suggest that AI can have a positive impact on employee productivity, especially for new employees." (Author's abstract, IAB-Doku) ((en))

Keywords: Bundesrepublik Deutschland; Niederlande; Ausbildungsqualität; Natural Language Processing; Auswirkungen; Beratungsgespräch; Berufsanfänger; Call Center; Dauer; Einarbeitung; Finanzdienstleistungen; abhängig Beschäftigte; Kundendienst; künstliche Intelligenz; Anwendung; Produktivitätseffekte; Qualifizierungsmaßnahme; Technikakzeptanz; 2023-2023 (search for similar items in EconPapers)
Date: 2025-04-22
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https://doi.org/10.48720/IAB.FOO.20250422.01

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Persistent link: https://EconPapers.repec.org/RePEc:iab:iabfor:v:2025:i:04:p:1-22.01

DOI: 10.48720/IAB.FOO.20250422.01

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