How do companies actually measure generative AI productivity gains on their support teams, and are there any live case studies I can reference for my senior thesis?
Download run
Fan-out diagram
The searches the AI actually ran for this prompt.
SEED QUERY
How do companies actually measure generative AI productivity gains on their support teams, and are there any live case studies I can reference for my senior thesis?
6 real searches · 1 real-search pass
generative AI customer support productivity case studies 2026 company reported metrics latestGoogle ↗
OBSERVEDReason
generative AI customer support productivity case study Klarna 2024 AI assistant resolution time 2.3 million conversationsGoogle ↗
OBSERVEDReason
customer support generative AI field experiment productivity study agents 14 percent 34 percent resolution time NBER 2023Google ↗
OBSERVEDReason
Intercom Fin AI customer service case study resolution rate productivity 2025Google ↗
OBSERVEDReason
Salesforce generative AI customer service case study agent productivity support 2025Google ↗
OBSERVEDReason
Amazon customer service generative AI productivity case study Rufus support agents 2025Google ↗
OBSERVEDReason
Badge and edge weight = share of passes that produced the query. Hover a query for its intent and routing format.
Query classes
Google's semantic query class for every sub-query: what kind of answer each search is after, simulated vs real.
ChatGPT real searches (6)
Classes come from the query-classifier (a local Laya model). 3 of 6 calls are low-confidence (under 50%) — hover a query in the table to see its confidence.
Searches and sources
ChatGPT6 real searches · gpt-6
generative AI customer support productivity case studies 2026 company reported metrics latest Google ↗
generative AI customer support productivity case study Klarna 2024 AI assistant resolution time 2.3 million conversations Google ↗
customer support generative AI field experiment productivity study agents 14 percent 34 percent resolution time NBER 2023 Google ↗
Intercom Fin AI customer service case study resolution rate productivity 2025 Google ↗
Salesforce generative AI customer service case study agent productivity support 2025 Google ↗
Amazon customer service generative AI productivity case study Rufus support agents 2025 Google ↗
- oup.silverchair-cdn.com · academic.oup.com
- Generative AI at Work: Journal Article · gsb.stanford.edu
- https\://doi.org/10.1093/qje/qjae044 · doi.org
- Microsoft – Generative AI in Customer Service and Support · cdn-dynmedia-1.microsoft.com
- Oracle – Generative AI in IT Support · oracle.com
- Genesys – AI-Powered Product Support · genesys.com
- Google Cloud – TELUS Customer Case Study · cloud.google.com
Semantic map
Every query placed by meaning (EmbeddingGemma 2, 256-d). Shaded regions are topics, nearby points are near-paraphrases, and a circle's size is how often the query came back.
Colour
SimulatedReal search
Hover a query to see its counterpart · zoom with Ctrl/⌘ + scroll, a pinch, double-click or +
Queries
6 queries · click a column to sort
| Query / type | Search | Intent | Query class | Routing format | Cluster | Freq ↓ | Weight |
|---|---|---|---|---|---|---|---|
generative AI customer support productivity case studies 2026 company reported metrics latest OBSERVED | Google ↗ AI Mode ↗ | — | Reason | — | — | 1x of 1 | |
generative AI customer support productivity case study Klarna 2024 AI assistant resolution time 2.3 million conversations OBSERVED | Google ↗ AI Mode ↗ | — | Reason | — | — | 1x of 1 | |
customer support generative AI field experiment productivity study agents 14 percent 34 percent resolution time NBER 2023 OBSERVED | Google ↗ AI Mode ↗ | — | Reason | — | — | 1x of 1 | |
Intercom Fin AI customer service case study resolution rate productivity 2025 OBSERVED | Google ↗ AI Mode ↗ | — | Reason | — | — | 1x of 1 | |
Salesforce generative AI customer service case study agent productivity support 2025 OBSERVED | Google ↗ AI Mode ↗ | — | Reason | — | — | 1x of 1 | |
Amazon customer service generative AI productivity case study Rufus support agents 2025 OBSERVED | Google ↗ AI Mode ↗ | — | Reason | — | — | 1x of 1 |