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Empowering Inclusive Work

Authors: Yanyou Chen; Mitchell Hoffman; Huilan Xu; Zhe Yuan;

Empowering Inclusive Work

Abstract

Can AI improve workplace outcomes for workers with disabilities? We examine the relative performance of deaf or hard of hearing (DHH) workers on one of China&apos;s largest food-delivery platforms. Pre-AI, DHH workers are slower than non-disabled workers and have worse customer ratings, although they supply more hours to the platform and are less likely to quit. Midway through our data, the platform suddenly introduces an AI-based intelligent outbound calling system designed to improve customer communication for DHH workers. Using a difference-in-differences design comparing DHH and non-disabled workers before and after the AI tool, we find that AI increases the speed and productivity of DHH workers, especially on tasks involving customer interaction; substantially reduces negative customer ratings; and increases labor supply and retention. AI eliminates one-third of the disability hourly pay gap and significantly increases the profitability of DHH workers for the platform.<br><br>Institutional subscribers to the NBER working paper series, and residents of developing countries may download this paper without additional charge at <a href="http://www.nber.org/papers/&#119;35372" TARGET="_blank">www.nber.org</a>.<br>

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selected citations
These citations are derived from selected sources.
This is an alternative to the "Influence" indicator, which also reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
BIP!Citations provided by BIP!
popularity
This indicator reflects the "current" impact/attention (the "hype") of an article in the research community at large, based on the underlying citation network.
BIP!Popularity provided by BIP!
influence
This indicator reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
BIP!Influence provided by BIP!
impulse
This indicator reflects the initial momentum of an article directly after its publication, based on the underlying citation network.
BIP!Impulse provided by BIP!
0
Average
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