TY  - RPRT
        AU  - Fouarge, Didier
AU  - Fregin, Marie-Christine
AU  - Janssen, Simon
AU  - Levels, Mark
AU  - Montizaan, Raymond
AU  - Özgül, Pelin
AU  - Rounding, Nicholas
AU  - Stops, Michael
        TI  - How AI-Augmented Training Improves Worker Productivity
        PY  - 2025/Oct/
        PB  - Institute of Labor Economics (IZA)
        CY  - Bonn
        T2  - IZA Discussion Paper
        IS  - 18224
        UR  - https://www.iza.org/index.php/publications/dp18224
        AB  - We analyze the impact of AI-augmented training on worker productivity in a financial services company. The company introduced an AI tool that provides performance feedback on call center agents to guide their training. To estimate causal effects, we exploit the staggered roll out of the AI-tool. The AI-augmented training reduces call handling time by 10 percent. We find larger effects for short-tenured workers because they spend less time putting clients on hold. But the AI-augmented training also improves communication style with relatively stronger effects for long-tenured agents, and we find slightly positive effects on customer satisfaction.
        KW  - performance feedback
KW  - training
KW  - artificial intelligence
KW  - employee productivity
        ER  -