B Evidence Grade B Graded accuracy verified by the review judge Safe to Cite Current

14%

14% -- support agent productivity increase for Customer service agents at a large software company with access to a generative AI assistant (2026)

2026  · n=5,000  · intellimark.net

Customer service agents at a large software company given access to a generative AI assistant increased productivity by an average of 14 percent.

  • Gains were concentrated among newer/less experienced employees
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Attribution: intellimark.net View source
Lighthouse Research Team
Last verified:  ·  How we verify data →
Source verified Evidence graded
Value
14%
Unit
Percentage
Data Vintage
2026
Entity
Customer service agents at a large software company with access to a generative AI assistant
Sample Size
5,000
Evidence Quality
B
Strong, reliable evidence

Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.

61/100 confidence

Single source - not yet corroborated

Score breakdown
Extraction
75
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
intellimark.net Primary Tier B
https://www.intellimark.net/de-de/insights/ai-agents-customer-service ↗
Confidence: 53/100 Vintage: 2026 Channel: Deep Crawl
Source Article
KI-Agenten im Kundenservice: Von der Abwehr zur Lösung | Intellimark
Kurz gefasst - Self-Service wurde überschätzt. Nur 14 % der Serviceanliegen werden heute vollständig ohne menschliches Zutun gelöst. Das alte Chatbot-Versprechen, Kunden vom Kontakt abzuhalten, ist nie aufgegangen. - Agentische Systeme verändern die kleinste Arbeitseinheit: weg vom Beantworten einer…
Original Research
intellimark.net · Original study ↗
Methodology

Controlled staggered-rollout study of more than 5,000 service employees; productivity measured as issues resolved per hour, with no reported decline in customer satisfaction; original study publisher not named in article (study design matches NBER's 'Generative AI at Work' by Brynjolfsson, Li, Raymond)

Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
Customer service agents at a large software company with access to a generative AI assistant: 14% support agent productivity increase. Source: intellimark.net (2026). Via Lighthouse Intelligence -- https://lighthousedata.io/data/gen-ai-productivity-support-agents-14-percent
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<blockquote cite="https://lighthousedata.io/data/gen-ai-productivity-support-agents-14-percent" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>14%</strong> -- support agent productivity increase for Customer service agents at a large software company with access to a generative AI assistant<br><small>Source: intellimark.net (2026) · <a href="https://lighthousedata.io/data/gen-ai-productivity-support-agents-14-percent" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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