{
  "schema_version": "1.0.0",
  "title": "AI Customer Service Performance Statistics",
  "canonical_url": "https://workspace369.com/research/ai-customer-service-performance-statistics/",
  "published": "2026-09-12",
  "modified": "2026-09-12",
  "accessed": "2026-09-12",
  "language": "en",
  "scope": "One enterprise support workforce plus a separate international customer-experience survey",
  "geography": "Support agents mainly in the Philippines serving a U.S. software firm; Zendesk survey spans 22 countries",
  "observation_period": "Support rollout mainly fall 2020–winter 2021; Zendesk 2026 report released November 2025",
  "editorial_owner": "Workspace369 editorial team",
  "review_cadence": "Review quarterly and when a cited producer releases a replacement study. Next editorial review: December 2026. Retain historical model versions and observation dates.",
  "attribution": "Reported observations belong to the original producers. Workspace369 is responsible for the compilation and explicitly labeled calculations, not an original survey.",
  "methodology": [
    "The measured-results table retains the published paper’s preferred estimates and its null-quality findings. The survey table contains only separately attributed consumer expectations.",
    "The public author-hosted article was checked directly, including the main-results tables. Only selected factual results are summarized; the paper and its charts are not redistributed.",
    "The original contribution is the evidence-type comparison and reusable measurement framework, not a new support experiment. No cross-source average is calculated."
  ],
  "limitations": [
    "The operational study concerns one company, a historical assistant and a nonrandom full rollout. The identification strategy is stronger than a simple opinion poll but does not guarantee transfer to another team.",
    "The consumer survey is vendor-sponsored. Stated preferences are not observed purchasing decisions, and its report-edition year is not its fieldwork date.",
    "No result establishes how Workspace369 performs, proves an autonomous-agent replacement rate, or supports a blanket customer-service ROI claim."
  ],
  "sources": [
    {
      "id": "support-study",
      "publisher": "Brynjolfsson, Li and Raymond",
      "title": "Generative AI at Work, published Quarterly Journal of Economics article (2025)",
      "url": "https://danielle.li/assets/docs/GenerativeAIatWork.pdf",
      "publicationDate": "2025-02-04",
      "accessed": "2026-09-12",
      "primarySource": true,
      "license": "Selected factual observations paraphrased with attribution. No source report, chart, participant data or proprietary database is redistributed; source rights remain with its producer."
    },
    {
      "id": "zendesk",
      "publisher": "Zendesk",
      "title": "2026 CX Trends: original publisher research announcement",
      "url": "https://www.zendesk.com/newsroom/articles/ai-ushers-in-era-of-contextual-intelligence-redefining-customer-experience-in-2026/",
      "publicationDate": "2025-11-18",
      "accessed": "2026-09-12",
      "primarySource": true,
      "license": "Selected factual observations paraphrased with attribution. No source report, chart, participant data or proprietary database is redistributed; source rights remain with its producer."
    }
  ],
  "statistics": [
    {
      "stat_id": "resolved",
      "claim": "Support study: increase in issues resolved per hour: 15.2% (Rollout mainly fall 2020–winter 2021; article published February 2025).",
      "value": 15.2,
      "unit": "percent",
      "population": "Support agents at the study’s single business-software company",
      "geography": "Support agents mainly in the Philippines and United States, serving one U.S. firm",
      "observation_period": "Rollout mainly fall 2020–winter 2021; article published February 2025",
      "publisher": "Brynjolfsson, Li and Raymond",
      "source_title": "Generative AI at Work, published Quarterly Journal of Economics article (2025)",
      "source_url": "https://danielle.li/assets/docs/GenerativeAIatWork.pdf",
      "source_locator": "Page 907, section V.A, preferred controlled estimate",
      "publication_date": "2025-02-04",
      "accessed_date": "2026-09-12",
      "primary_source": true,
      "method_notes": "Published study of 5,172 support agents at one business-software company. Staggered GPT-3-based assistant rollout; difference-in-differences with agent and tenure controls, not randomization of the full workforce. Human agents retained responsibility for responses.",
      "license_notes": "Selected factual observations paraphrased with attribution. No source report, chart, participant data or proprietary database is redistributed; source rights remain with its producer.",
      "status": "verified",
      "kind": "reported",
      "formula": null,
      "input_stat_ids": [],
      "input_source_urls": [],
      "standard_error_percentage_points": null,
      "standard_error_locator": null,
      "cohort": null,
      "age_years": null,
      "surviving_establishments": null,
      "canonical_url": "https://workspace369.com/research/ai-customer-service-performance-statistics/#resolved",
      "evidence_type": "Quasi-experimental outcome",
      "qualifier": null,
      "significance": "Statistically significant"
    },
    {
      "stat_id": "handle",
      "claim": "Support study: reduction in average chat handling time: 8.5% (Rollout mainly fall 2020–winter 2021; article published February 2025).",
      "value": 8.5,
      "unit": "percent",
      "population": "Support agents at the study’s single business-software company",
      "geography": "Support agents mainly in the Philippines and United States, serving one U.S. firm",
      "observation_period": "Rollout mainly fall 2020–winter 2021; article published February 2025",
      "publisher": "Brynjolfsson, Li and Raymond",
      "source_title": "Generative AI at Work, published Quarterly Journal of Economics article (2025)",
      "source_url": "https://danielle.li/assets/docs/GenerativeAIatWork.pdf",
      "source_locator": "Page 908, section V.A, discussion of Table III column 1",
      "publication_date": "2025-02-04",
      "accessed_date": "2026-09-12",
      "primary_source": true,
      "method_notes": "Published study of 5,172 support agents at one business-software company. Staggered GPT-3-based assistant rollout; difference-in-differences with agent and tenure controls, not randomization of the full workforce. Human agents retained responsibility for responses.",
      "license_notes": "Selected factual observations paraphrased with attribution. No source report, chart, participant data or proprietary database is redistributed; source rights remain with its producer.",
      "status": "verified",
      "kind": "reported",
      "formula": null,
      "input_stat_ids": [],
      "input_source_urls": [],
      "standard_error_percentage_points": null,
      "standard_error_locator": null,
      "cohort": null,
      "age_years": null,
      "surviving_establishments": null,
      "canonical_url": "https://workspace369.com/research/ai-customer-service-performance-statistics/#handle",
      "evidence_type": "Quasi-experimental outcome",
      "qualifier": null,
      "significance": "Statistically significant"
    },
    {
      "stat_id": "resolution",
      "claim": "Support study: increase in resolved-chat share, approximately (not statistically significant): 1.3 pp (Rollout mainly fall 2020–winter 2021; article published February 2025).",
      "value": 1.3,
      "unit": "percentage points",
      "population": "Support agents at the study’s single business-software company",
      "geography": "Support agents mainly in the Philippines and United States, serving one U.S. firm",
      "observation_period": "Rollout mainly fall 2020–winter 2021; article published February 2025",
      "publisher": "Brynjolfsson, Li and Raymond",
      "source_title": "Generative AI at Work, published Quarterly Journal of Economics article (2025)",
      "source_url": "https://danielle.li/assets/docs/GenerativeAIatWork.pdf",
      "source_locator": "Page 908, Table III column 3 discussion",
      "publication_date": "2025-02-04",
      "accessed_date": "2026-09-12",
      "primary_source": true,
      "method_notes": "Published study of 5,172 support agents at one business-software company. Staggered GPT-3-based assistant rollout; difference-in-differences with agent and tenure controls, not randomization of the full workforce. Human agents retained responsibility for responses.",
      "license_notes": "Selected factual observations paraphrased with attribution. No source report, chart, participant data or proprietary database is redistributed; source rights remain with its producer.",
      "status": "verified",
      "kind": "reported",
      "formula": null,
      "input_stat_ids": [],
      "input_source_urls": [],
      "standard_error_percentage_points": null,
      "standard_error_locator": null,
      "cohort": null,
      "age_years": null,
      "surviving_establishments": null,
      "canonical_url": "https://workspace369.com/research/ai-customer-service-performance-statistics/#resolution",
      "evidence_type": "Quasi-experimental outcome",
      "qualifier": "approximately",
      "significance": "Not statistically significant"
    },
    {
      "stat_id": "nps",
      "claim": "Support study: decrease in customer nps, approximately (not statistically significant): 0.12 (Rollout mainly fall 2020–winter 2021; article published February 2025).",
      "value": 0.12,
      "unit": "NPS points",
      "population": "Support agents at the study’s single business-software company",
      "geography": "Support agents mainly in the Philippines and United States, serving one U.S. firm",
      "observation_period": "Rollout mainly fall 2020–winter 2021; article published February 2025",
      "publisher": "Brynjolfsson, Li and Raymond",
      "source_title": "Generative AI at Work, published Quarterly Journal of Economics article (2025)",
      "source_url": "https://danielle.li/assets/docs/GenerativeAIatWork.pdf",
      "source_locator": "Page 909, Table III column 4 discussion",
      "publication_date": "2025-02-04",
      "accessed_date": "2026-09-12",
      "primary_source": true,
      "method_notes": "Published study of 5,172 support agents at one business-software company. Staggered GPT-3-based assistant rollout; difference-in-differences with agent and tenure controls, not randomization of the full workforce. Human agents retained responsibility for responses.",
      "license_notes": "Selected factual observations paraphrased with attribution. No source report, chart, participant data or proprietary database is redistributed; source rights remain with its producer.",
      "status": "verified",
      "kind": "reported",
      "formula": null,
      "input_stat_ids": [],
      "input_source_urls": [],
      "standard_error_percentage_points": null,
      "standard_error_locator": null,
      "cohort": null,
      "age_years": null,
      "surviving_establishments": null,
      "canonical_url": "https://workspace369.com/research/ai-customer-service-performance-statistics/#nps",
      "evidence_type": "Quasi-experimental outcome",
      "qualifier": "approximately",
      "significance": "Not statistically significant"
    },
    {
      "stat_id": "novice",
      "claim": "Support study: increase in issues resolved per hour for less-skilled and less-experienced agents: 30% (Rollout mainly fall 2020–winter 2021; article published February 2025).",
      "value": 30,
      "unit": "percent",
      "population": "Less-skilled and less-experienced support-agent subgroup",
      "geography": "Support agents mainly in the Philippines and United States, serving one U.S. firm",
      "observation_period": "Rollout mainly fall 2020–winter 2021; article published February 2025",
      "publisher": "Brynjolfsson, Li and Raymond",
      "source_title": "Generative AI at Work, published Quarterly Journal of Economics article (2025)",
      "source_url": "https://danielle.li/assets/docs/GenerativeAIatWork.pdf",
      "source_locator": "Page 891, introduction, heterogeneity summary",
      "publication_date": "2025-02-04",
      "accessed_date": "2026-09-12",
      "primary_source": true,
      "method_notes": "Published study of 5,172 support agents at one business-software company. Staggered GPT-3-based assistant rollout; difference-in-differences with agent and tenure controls, not randomization of the full workforce. Human agents retained responsibility for responses.",
      "license_notes": "Selected factual observations paraphrased with attribution. No source report, chart, participant data or proprietary database is redistributed; source rights remain with its producer.",
      "status": "verified",
      "kind": "reported",
      "formula": null,
      "input_stat_ids": [],
      "input_source_urls": [],
      "standard_error_percentage_points": null,
      "standard_error_locator": null,
      "cohort": null,
      "age_years": null,
      "surviving_establishments": null,
      "canonical_url": "https://workspace369.com/research/ai-customer-service-performance-statistics/#novice",
      "evidence_type": "Quasi-experimental outcome",
      "qualifier": null,
      "significance": "Subgroup result; not the workforce average"
    },
    {
      "stat_id": "continuity",
      "claim": "Zendesk consumer survey: want the representative to continue from the previous interaction: 81% (2026 report released November 2025; fieldwork dates undisclosed in the release).",
      "value": 81,
      "unit": "percent",
      "population": "Consumer respondents; the combined survey exceeds 11,000 consumers and business leaders, but the public release does not state this item’s base",
      "geography": "22 surveyed countries",
      "observation_period": "2026 report released November 2025; fieldwork dates undisclosed in the release",
      "publisher": "Zendesk",
      "source_title": "2026 CX Trends: original publisher research announcement",
      "source_url": "https://www.zendesk.com/newsroom/articles/ai-ushers-in-era-of-contextual-intelligence-redefining-customer-experience-in-2026/",
      "source_locator": "Memory-rich AI raises the bar for personalization",
      "publication_date": "2025-11-18",
      "accessed_date": "2026-09-12",
      "primary_source": true,
      "method_notes": "Vendor-sponsored CX survey. Consumer and leader samples are separate; no item-specific sample size, interval or causal effect is inferred.",
      "license_notes": "Selected factual observations paraphrased with attribution. No source report, chart, participant data or proprietary database is redistributed; source rights remain with its producer.",
      "status": "verified",
      "kind": "reported",
      "formula": null,
      "input_stat_ids": [],
      "input_source_urls": [],
      "standard_error_percentage_points": null,
      "standard_error_locator": null,
      "cohort": null,
      "age_years": null,
      "surviving_establishments": null,
      "canonical_url": "https://workspace369.com/research/ai-customer-service-performance-statistics/#continuity",
      "evidence_type": "Survey expectation",
      "qualifier": null,
      "significance": null
    },
    {
      "stat_id": "repeat",
      "claim": "Zendesk consumer survey: are frustrated by repeating information: 74% (2026 report released November 2025; fieldwork dates undisclosed in the release).",
      "value": 74,
      "unit": "percent",
      "population": "Consumer respondents; the combined survey exceeds 11,000 consumers and business leaders, but the public release does not state this item’s base",
      "geography": "22 surveyed countries",
      "observation_period": "2026 report released November 2025; fieldwork dates undisclosed in the release",
      "publisher": "Zendesk",
      "source_title": "2026 CX Trends: original publisher research announcement",
      "source_url": "https://www.zendesk.com/newsroom/articles/ai-ushers-in-era-of-contextual-intelligence-redefining-customer-experience-in-2026/",
      "source_locator": "Memory-rich AI raises the bar for personalization",
      "publication_date": "2025-11-18",
      "accessed_date": "2026-09-12",
      "primary_source": true,
      "method_notes": "Vendor-sponsored CX survey. Consumer and leader samples are separate; no item-specific sample size, interval or causal effect is inferred.",
      "license_notes": "Selected factual observations paraphrased with attribution. No source report, chart, participant data or proprietary database is redistributed; source rights remain with its producer.",
      "status": "verified",
      "kind": "reported",
      "formula": null,
      "input_stat_ids": [],
      "input_source_urls": [],
      "standard_error_percentage_points": null,
      "standard_error_locator": null,
      "cohort": null,
      "age_years": null,
      "surviving_establishments": null,
      "canonical_url": "https://workspace369.com/research/ai-customer-service-performance-statistics/#repeat",
      "evidence_type": "Survey expectation",
      "qualifier": null,
      "significance": null
    },
    {
      "stat_id": "tailor",
      "claim": "Zendesk consumer survey: expect support tailored to prior interactions: 67% (2026 report released November 2025; fieldwork dates undisclosed in the release).",
      "value": 67,
      "unit": "percent",
      "population": "Consumer respondents; the combined survey exceeds 11,000 consumers and business leaders, but the public release does not state this item’s base",
      "geography": "22 surveyed countries",
      "observation_period": "2026 report released November 2025; fieldwork dates undisclosed in the release",
      "publisher": "Zendesk",
      "source_title": "2026 CX Trends: original publisher research announcement",
      "source_url": "https://www.zendesk.com/newsroom/articles/ai-ushers-in-era-of-contextual-intelligence-redefining-customer-experience-in-2026/",
      "source_locator": "Memory-rich AI raises the bar for personalization",
      "publication_date": "2025-11-18",
      "accessed_date": "2026-09-12",
      "primary_source": true,
      "method_notes": "Vendor-sponsored CX survey. Consumer and leader samples are separate; no item-specific sample size, interval or causal effect is inferred.",
      "license_notes": "Selected factual observations paraphrased with attribution. No source report, chart, participant data or proprietary database is redistributed; source rights remain with its producer.",
      "status": "verified",
      "kind": "reported",
      "formula": null,
      "input_stat_ids": [],
      "input_source_urls": [],
      "standard_error_percentage_points": null,
      "standard_error_locator": null,
      "cohort": null,
      "age_years": null,
      "surviving_establishments": null,
      "canonical_url": "https://workspace369.com/research/ai-customer-service-performance-statistics/#tailor",
      "evidence_type": "Survey expectation",
      "qualifier": null,
      "significance": null
    },
    {
      "stat_id": "responsiveness",
      "claim": "Zendesk consumer survey: say responsiveness and accuracy strongly affect purchases: 86% (2026 report released November 2025; fieldwork dates undisclosed in the release).",
      "value": 86,
      "unit": "percent",
      "population": "Consumer respondents; the combined survey exceeds 11,000 consumers and business leaders, but the public release does not state this item’s base",
      "geography": "22 surveyed countries",
      "observation_period": "2026 report released November 2025; fieldwork dates undisclosed in the release",
      "publisher": "Zendesk",
      "source_title": "2026 CX Trends: original publisher research announcement",
      "source_url": "https://www.zendesk.com/newsroom/articles/ai-ushers-in-era-of-contextual-intelligence-redefining-customer-experience-in-2026/",
      "source_locator": "Instant resolutions set a new baseline",
      "publication_date": "2025-11-18",
      "accessed_date": "2026-09-12",
      "primary_source": true,
      "method_notes": "Vendor-sponsored CX survey. Consumer and leader samples are separate; no item-specific sample size, interval or causal effect is inferred.",
      "license_notes": "Selected factual observations paraphrased with attribution. No source report, chart, participant data or proprietary database is redistributed; source rights remain with its producer.",
      "status": "verified",
      "kind": "reported",
      "formula": null,
      "input_stat_ids": [],
      "input_source_urls": [],
      "standard_error_percentage_points": null,
      "standard_error_locator": null,
      "cohort": null,
      "age_years": null,
      "surviving_establishments": null,
      "canonical_url": "https://workspace369.com/research/ai-customer-service-performance-statistics/#responsiveness",
      "evidence_type": "Survey expectation",
      "qualifier": null,
      "significance": null
    },
    {
      "stat_id": "channels",
      "claim": "Zendesk consumer survey: would choose text, voice and visuals in one conversation: 76% (2026 report released November 2025; fieldwork dates undisclosed in the release).",
      "value": 76,
      "unit": "percent",
      "population": "Consumer respondents; the combined survey exceeds 11,000 consumers and business leaders, but the public release does not state this item’s base",
      "geography": "22 surveyed countries",
      "observation_period": "2026 report released November 2025; fieldwork dates undisclosed in the release",
      "publisher": "Zendesk",
      "source_title": "2026 CX Trends: original publisher research announcement",
      "source_url": "https://www.zendesk.com/newsroom/articles/ai-ushers-in-era-of-contextual-intelligence-redefining-customer-experience-in-2026/",
      "source_locator": "Multimodal support connects every channel",
      "publication_date": "2025-11-18",
      "accessed_date": "2026-09-12",
      "primary_source": true,
      "method_notes": "Vendor-sponsored CX survey. Consumer and leader samples are separate; no item-specific sample size, interval or causal effect is inferred.",
      "license_notes": "Selected factual observations paraphrased with attribution. No source report, chart, participant data or proprietary database is redistributed; source rights remain with its producer.",
      "status": "verified",
      "kind": "reported",
      "formula": null,
      "input_stat_ids": [],
      "input_source_urls": [],
      "standard_error_percentage_points": null,
      "standard_error_locator": null,
      "cohort": null,
      "age_years": null,
      "surviving_establishments": null,
      "canonical_url": "https://workspace369.com/research/ai-customer-service-performance-statistics/#channels",
      "evidence_type": "Survey expectation",
      "qualifier": null,
      "significance": null
    },
    {
      "stat_id": "explain",
      "claim": "Zendesk consumer survey: expect explanations for ai-made decisions: 95% (2026 report released November 2025; fieldwork dates undisclosed in the release).",
      "value": 95,
      "unit": "percent",
      "population": "Consumer respondents; the combined survey exceeds 11,000 consumers and business leaders, but the public release does not state this item’s base",
      "geography": "22 surveyed countries",
      "observation_period": "2026 report released November 2025; fieldwork dates undisclosed in the release",
      "publisher": "Zendesk",
      "source_title": "2026 CX Trends: original publisher research announcement",
      "source_url": "https://www.zendesk.com/newsroom/articles/ai-ushers-in-era-of-contextual-intelligence-redefining-customer-experience-in-2026/",
      "source_locator": "AI transparency builds trust",
      "publication_date": "2025-11-18",
      "accessed_date": "2026-09-12",
      "primary_source": true,
      "method_notes": "Vendor-sponsored CX survey. Consumer and leader samples are separate; no item-specific sample size, interval or causal effect is inferred.",
      "license_notes": "Selected factual observations paraphrased with attribution. No source report, chart, participant data or proprietary database is redistributed; source rights remain with its producer.",
      "status": "verified",
      "kind": "reported",
      "formula": null,
      "input_stat_ids": [],
      "input_source_urls": [],
      "standard_error_percentage_points": null,
      "standard_error_locator": null,
      "cohort": null,
      "age_years": null,
      "surviving_establishments": null,
      "canonical_url": "https://workspace369.com/research/ai-customer-service-performance-statistics/#explain",
      "evidence_type": "Survey expectation",
      "qualifier": null,
      "significance": null
    }
  ]
}