B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Current
14%
14% -- agent productivity increase for Support agents at a large software firm using a generative AI assistant (2026)
Access to a generative AI assistant raised productivity among support agents at a large software firm by an average of 14%.
- Measured on average across all agents
- Lift was concentrated among lower-tenure agents
- Productivity measured specifically as issues resolved per hour
Attribution:
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Lighthouse Research Team
Last verified:
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Source verified
Evidence graded
Value
14%
Unit
Percentage
Data Vintage
2026
Entity
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.
Single source - not yet corroborated
Score breakdown
Extraction
50
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
intellimark.net
Primary
Tier C
https://www.intellimark.net/insights/ai-agents-customer-service ↗
Source Article
AI Agents in Customer Service: From Deflection to Resolution | Intellimark
In brief
- Self-service has been oversold. Only 14% of customer service issues are fully resolved without a human today, so the old chatbot promise of deflection never paid off.
- Agentic systems change the unit of work from answering a question to resolving or escalating with full context. Gartner …
Original Research
intellimark.net
· Original study ↗
Methodology
Controlled phased-rollout study of more than 5,000 support agents; productivity measured as issues resolved per hour; original study not named in the article, so collection year used for vintage.
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
Support agents at a large software firm using a generative AI assistant: 14% agent productivity increase. Source: intellimark.net (2026). Via Lighthouse Intelligence -- https://lighthousedata.io/data/genai-assistant-agent-productivity-gain-14
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<blockquote cite="https://lighthousedata.io/data/genai-assistant-agent-productivity-gain-14" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>14%</strong> -- agent productivity increase for Support agents at a large software firm using a generative AI assistant<br><small>Source: intellimark.net (2026) · <a href="https://lighthousedata.io/data/genai-assistant-agent-productivity-gain-14" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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