External to Alternate Machines—not a customer resultPeer-reviewed field research
2025Human-assisted customer support in one large workplace
A 2025 peer-reviewed study of 5,172 customer-support agents found that access to a generative-AI assistant increased successfully resolved customer issues per hour by 15% on average.
- Who was studied
- Customer-support agents at one Fortune 500 business-software company; most worked in the Philippines and served US small-business customers
- Sample
- 5,172 agents and about three million customer chats
- Method
- Peer-reviewed analysis of a staggered workplace deployment. Staff remained responsible for each conversation and could edit or ignore suggestions.
- Geography
- Mostly the Philippines, serving customers in the United States
What this supportsThe potential of an assistant that helps staff find information and draft replies while people retain control.
What this does not proveIt does not establish UK SME performance, autonomous chatbot effectiveness, an Alternate Machines result or compatibility with a buyer’s systems.
External to Alternate Machines—not a customer resultUK government trial
2025Reported time savings in a large Microsoft 365 trial
In a three-month cross-government trial involving 20,000 licence holders, 7,115 survey respondents reported an average saving of 26 minutes per day with Microsoft 365 Copilot. More than 70% agreed that it reduced time spent searching for information and on mundane tasks.
- Who was studied
- Employees across multiple UK government departments and professions
- Sample
- 20,000 licences; 7,115 survey responses and usage data for 14,500 users
- Method
- Three-month public-sector trial using product-usage data, surveys, feedback forms and five focus groups. Time savings were self-reported.
- Geography
- United Kingdom
What this supportsPotential uses within Microsoft 365 and the importance of adoption, information management and access controls.
What this does not proveIt does not establish an objectively measured causal saving, an SME result, a monetary return or an Alternate Machines outcome. Seventeen per cent reported no clear time saving.