AI RESEARCH
Generative AI in Action: Field Experimental Evidence from Alibaba's Customer Service Operations
arXiv CS.AI
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ArXi:2603.29888v1 Announce Type: cross In collaboration with Alibaba, this study leverages a large-scale field experiment to assess the impact of a generative AI assistant on worker performance in e-commerce after-sales service. Human agents providing digital chat were randomly assigned with access to a gen AI assistant that offered two core functions: diagnosis of customer issues and solution proposals, presented as text messages. Agents retained discretion to adopt, modify, or disregard AI-generated messages.