Firms are exploiting AI coaches to provide training to sales agents and improve their job skills. The authors present several caveats associated with such practices based on a series of randomized field experiments. Experiment 1 shows that the incremental benefit of the AI coach over human...

Empowered by artificial intelligence (AI), chatbots are surging as new technologies with both business potentials and customer pushback. This study exploits field experiment data on over 6,200 customers who are randomized to receive highly structured outbound sales calls from chatbots or human...