AI Revolution in Call Centers

Recorded live at the PSE-CEPR Policy Forum 2025. 

This week, we interview three of the next generation of economists. At the forum, a group of young researchers were presenting their work in the main theatre and at poster sessions during the breaks. Tim Phillips took the opportunity to talk to some of them about their research. 

Pelin Ozgul of the University of Maastricht has investigated whether AI can improve training for call centre agents. Nathan Vieira of Aix Marseille University has analysed the efficiency of short-time work interventions in Europe’s labour markets. And Deepakshi Singh of the University of Groningen researched female employment in India during droughts – is a rise in employment a story of economic empowerment, or something else?