Agentic Software · arxiv.org · 2 min · today
LinkedIn’s live A/B raised support-agent self-service, but what happened afterward? A separate Taobao trial offers a useful measurement countercheck: giving 5,940 human support workers optional AI diagnoses and replies improved rated chats, yet did not detectably reduce three-day same-issue returns overall. It was a January–February 2024 *human-copilot* test, not proof about LinkedIn’s 2026 autonomous agent. The two endpoints need measuring together.
“gen AI can create value through service interaction and customer experience even when it does not improve the underlying resolution outcome.”