In the final QJE study of one customer-support firm, AI assistance raised issues successfully resolved per hour by 15% on average, with substantially larger gains for lower-skill and less-experienced agents.

SocioLens project,

Claim LD02-HQ-C12 (v1.0)

Provenance and status

Claim type: Estimate
Publication status: Eligible for publication
Verification state: Checked against the primary source. Who checked this claim is not recorded for it; claim checks so far were AI-led, and no person has checked claims against their sources.
Does not license: Wage effect; headcount effect; economy-wide productivity; all occupations
Limitations: Single firm/workflow; treatment/model vintage
Source (as cited): Brynjolfsson, Li & Raymond, “Generative AI at Work,” Quarterly Journal of Economics 140(2), 2025
Source type: Peer-reviewed journal article (recorded as “Peer-reviewed journal article”)
Institutional position: Independent academic
Maturity of the evidence: Mature evidence
Recorded date: 25 September 2026
Currentness / correction: This is the current version. No correction or concern is recorded on its sources.

Sources this version cites

Brynjolfsson, Li & Raymond, “Generative AI at Work,” Quarterly Journal of Economics 140(2), 2025 (Peer-reviewed journal article)
Read the original

Version

This is the current version, v1.0. Earlier versions stay available, and their records never change.

Versions: v1.0 · current

Raw record: every recorded field, with its coded values

All 25 canonical Claim fields, verbatim, with the coded values derived from them. The plain-language labels above are read from these.

Claim type (coded): ESTIMATE (as printed: “ESTIMATE”)
Publication status (coded): ELIGIBLE (as printed: “ELIGIBLE”)
Verification state (coded): CONTENT_VERIFIED_PRIMARY
Source type (coded): PEER_REVIEWED_JOURNAL_ARTICLE
Maturity (coded): MATURE

#	Canonical field	Canonical value (verbatim)	Normalized (Claim Value Vocabulary v1.0.2)
1	CLAIM ID	LD02-HQ-C12	—
2	PUBLIC-FACING CLAIM	In the final QJE study of one customer-support firm, AI assistance raised issues successfully resolved per hour by 15% on average, with substantially larger gains for lower-skill and less-experienced agents.	—
3	CLAIM TYPE	ESTIMATE	base_types: ESTIMATE
4	RESEARCH STRAND	B — Task-level productivity and quality	—
5	MATURITY	MATURE	states: MATURE
6	SOURCE	Brynjolfsson, Li & Raymond, “Generative AI at Work,” Quarterly Journal of Economics 140(2), 2025	source_ids: SRC-LD02-BRYNJOLFSSON-LI-RAYMOND-2025
7	SOURCE TYPE	Peer-reviewed journal article	classes: PEER_REVIEWED_JOURNAL_ARTICLE
8	INSTITUTIONAL POSITION	Independent academic	—
9	SCOPE	One large customer-support organisation	—
10	DESIGN	Staggered rollout / quasi-experimental workplace study	—
11	SAMPLE / DATASET	5,172 agents and firm operational logs	—
12	MODEL / TOOL / VERSION	GPT-based generative-AI assistant	—
13	COMPARATOR	Not-yet-treated agents	—
14	MAIN RESULT	+15% resolved issues per hour; larger gains among less-experienced/lower-skill agents; evidence of learning and improved customer sentiment	—
15	INFERENTIAL TARGET	Task/workflow productivity effect	—
16	DOES NOT LICENSE	Wage effect; headcount effect; economy-wide productivity; all occupations	—
17	VERIFICATION STATE	CONTENT VERIFIED	state: CONTENT_VERIFIED_PRIMARY · verified_by: UNKNOWN
18	LIMITATIONS	Single firm/workflow; treatment/model vintage	—
19	CONTRADICTORY / SUPPORTING SOURCES	Consistent with Cui and inside-frontier Dell’Acqua	—
20	GEOGRAPHY / LANGUAGE	US firm / English	—
21	DISTRIBUTIONAL LEDGER	Lower-skill/novice workers gain more	—
22	R01 / FIELD-MAP LINKS	D2, L-A, R-2	—
23	WHAT WOULD CHANGE THIS CLAIM?	Multi-firm replication with materially different effect or decay over time	—
24	PUBLICATION STATUS	ELIGIBLE	state: ELIGIBLE
25	RECORDED DATE	2026-09-25	—

Field 22 references resolved against Field Map v0.2: D2 (DOMAIN); L-A (LENS); R-2 (LENS)

The sources as recorded, with their record IDs and coded source types:

Pinned Sources (field 6, version-specific)

“Brynjolfsson, Li & Raymond, “Generative AI at Work,” Quarterly Journal of Economics 140(2), 2025” → Brynjolfsson et al. (2025), “Generative AI at Work” (SRC-LD02-BRYNJOLFSSON-LI-RAYMOND-2025--v1.0) — Brynjolfsson, Li & Raymond, “Generative AI at Work,” Quarterly Journal of Economics 140(2), 2025; class PEER_REVIEWED_JOURNAL_ARTICLE (explicit public provenance pin)

Cited by Living Debate versions

Aggregate null or distributional shift? Employment (v0.1) LD-02
Raw record: where this debate places the claim, with its coded facets
HQ placement: SC-LD02-L01, SC-LD02-T05; facets: none
Aggregate null or distributional shift? Employment (v0.2) LD-02
Raw record: where this debate places the claim, with its coded facets
HQ placement: SC-LD02-L01, SC-LD02-T05; facets: none
Organizational absorption: Why micro gains do not become macro outcomes (v0.1) LD-03
Levelling or hollowing? Skill compression and the reproduction of expertise (v0.1) LD-04
Levelling or hollowing? Skill compression and the reproduction of expertise (v0.2) LD-04

Cite this page

SocioLens project. (2026, September 25). In the final QJE study of one customer-support firm, AI assistance raised issues successfully resolved per hour by 15% on average, with substantially larger gains for lower-skill and less-experienced agents [Claim LD02-HQ-C12, version v1.0]. SocioLens. https://sociolens-web.pages.dev/claims/ld02-hq-c12/v1.0/

@misc{sociolens_ld02_hq_c12_v1_0,
  author = {{SocioLens project}},
  title = {In the final QJE study of one customer-support firm, AI assistance raised issues successfully resolved per hour by 15\% on average, with substantially larger gains for lower-skill and less-experienced agents.},
  year = {2026},
  date = {2026-09-25},
  howpublished = {\url{https://sociolens-web.pages.dev/claims/ld02-hq-c12/v1.0/}},
  note = {Claim LD02-HQ-C12, version v1.0}
}

The link points to this version, whose record never changes. For a finding, cite the original study as well: SocioLens summarizes research and does not replace it.

Research-of-record provenance

Materialized by sociolens-materializer 0.6.0 at 2026-09-28T20:00:00.000Z; normalization contract SocioLens — Claim Value Vocabulary v1.0.2 — Pre-Spike Materialization Contract (v1.0.2). Content seal SHA-256 59def8feaa232a235d7e28578c64903ee9823affe2ff30f16bf3bcacddba82de.

Frozen Drive-derived inputs

R05 — LD-02 Canonical Claim Ledger v1.0 — LOCKED (v1.0) — Drive ID 1XS3OTYh1ZGBSlD3Dev0-5KtGds0abk1qX_24-8lVDqM; revision: NOT_EXPOSED_BY_DRIVE_TEXT_EXPORT; Drive modified 2026-09-25T18:38:36.597Z; block “ENTRY 12 — LD02-HQ-C12” SHA-256 6a4d76af2cfaa0ac05d11248a275aeb17dfb8dad66731489f8b63a0fd013c6d2; SocioLens — Programme Status & Authority Register v0.6 status “CURRENT.”; frozen fixture fixtures/frozen/r05-ld02-claim-ledger-v1.0.
SocioLens — Proof Source Registry v0.4 (v0.4) — Drive ID 1_-GLmj6PfetWDQH2KldMv-61vmSmzdAyyxgZZZCFnbE; revision: NOT_EXPOSED_BY_DRIVE_TEXT_EXPORT; Drive modified 2026-09-27T19:04:00.374Z; block “REGISTRY ENTRY SRC-LD02-BRYNJOLFSSON-LI-RAYMOND-2025” SHA-256 c9f6348bbaf404dfd172abc89e06115b531a6b40eb1f37ab7b3554a0c3cd5aad; SocioLens — Programme Status & Authority Register v0.6 status “CURRENT PROOF SOURCE REGISTRY.”; frozen fixture fixtures/frozen/proof-source-registry-v0.4.

Builder decisions (not Drive data)

VERSION = v1.0 — basis: Claim version taken from the canonical ledger artifact version (R05 — LD-02 Canonical Claim Ledger v1.0); Implementation Architecture Selection §5 logical_id/version convention.
CURRENT_POINTER = true — basis: SocioLens — Programme Status & Authority Register v0.6 status for "R05 — LD-02 Canonical Claim Ledger v1.0 — LOCKED": "CURRENT."
FIELD_6_SOURCE_REFERENCE = SRC-LD02-BRYNJOLFSSON-LI-RAYMOND-2025--v1.0 — basis: field 6 of ENTRY 12 — LD02-HQ-C12 cites "Brynjolfsson, Li & Raymond, “Generative AI at Work,” Quarterly Journal of Economics 140(2), 2025"; Builder identification: the cited work is Proof Source Registry v0.4 identity SRC-LD02-BRYNJOLFSSON-LI-RAYMOND-2025 (canonical label "Brynjolfsson, Li & Raymond, “Generative AI at Work,” Quarterly Journal of Economics 140(2), 2025"), Registry-linked to this logical Claim; SocioLens record v1.0 is its sole record.
SOURCE_PROVENANCE_PIN = SRC-LD02-BRYNJOLFSSON-LI-RAYMOND-2025--v1.0 — basis: Issue #5 proof rendering (Architecture Proof Protocol v0.1 AP-08 / Amendment v1.2 §6): explicit version-pinned public provenance of this ClaimVersion — the pinned field-6 Source record.