VoxTalks Economics S8 Ep39: The next generation: PSE ’25
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Jul 25, 2025 In this discussion, Pelin Ozgul, a researcher from the University of Maastricht, delves into how AI can enhance training for call center agents, ultimately boosting productivity. Nathan Vieira from Aix Marseille University analyzes the effectiveness of short-time work schemes in Europe, emphasizing the intricate relationships between employers, employees, and government. Deepakshi Singh of the University of Groningen examines the effects of droughts on female employment in India, questioning if an increase in jobs signifies true empowerment or merely a survival strategy. A thought-provoking exploration!
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AI Impact Depends on Context
- AI productivity gains vary by context, job type, and implementation design.
- Organizational dynamics and worker acceptance crucially determine actual productivity improvements.
AI Coaching Boosts Call Efficiency
- AI-enhanced coaching cut call time by 10%, mainly reducing speak and hold time.
- Novice agents improved efficiency while experienced ones refined communication quality.
Develop Essential AI Skills
- Learn to understand, communicate with, and interpret AI outputs.
- AI-related skills will be increasingly crucial across many jobs, not just tech-heavy roles.