The effect of conversational AI assistants on hourly wages among call-centre workers: evidence from an event-study design

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1. Introduction
This paper studies the labour-market impact of the technology described in the
title. We study how the adoption of conversational AI assistants affects hourly wages among call-centre workers. Using an event-study design covering the 2023–2024 period, we estimate the impact of access to conversational AI assistants on the outcome of interest. We find no statistically significant change. The results are robust to alternative specifications and are concentrated among less-experienced workers. We discuss implications for how conversational AI assistants reshapes the tasks and skills that make up these jobs.

3. Data and design
Design: event-study. The sample is drawn from administrative and survey
sources over the study window. Table 3 reports the main estimate.

4. Results
Main estimate (Table 3, column 4): the point estimate is 0.276
(standard error 0.036) [SEE PAGE 7]. Effect class:
null. Heterogeneity analysis on page 9 shows the effect concentrates
among less-experienced workers.

6. Conclusion
We discuss how the technology reshapes the tasks and skills composing these jobs.
