This is a scientific study that tested what happens when customer website chats are handled by AI instead of humans. Think of it as a controlled A/B test where some customers talk to a human, some to an AI, and the researchers measure who buys more, stays longer, and feels more satisfied.
Quantifies whether and how AI-powered online chat agents actually improve customer engagement and commercial outcomes versus human-only chat teams, helping leaders decide if and where to deploy AI in customer service and sales funnels.
Rigorous randomized field experiment design and proprietary empirical results that quantify causal impact of AI in customer chats; these insights can inform differentiated customer service strategy and organizational design decisions that are hard for competitors to copy quickly.
Unknown
Vector Search
Medium (Integration logic)
Context Window Cost and inference latency at scale when serving many concurrent customer chats, plus data privacy constraints when using external LLM APIs.
Early Majority
Unlike vendor marketing claims, this work uses a randomized field experiment to causally estimate the impact of AI chat on real customer behavior, providing a benchmark for ROI and guardrails for deployment rather than a productized chat solution.