An AI assistant can help with a well-defined task, but productivity should be measured with the people doing the work. A useful trial does not assume that generated text equals time saved. It counts setup, review, correction and maintenance, and checks whether the final work still meets the team's quality standard.
Choose one task and record a baseline
Start with a task that has a clear input, output and reviewer. For example, an assistant may draft a first response to a support enquiry using the current help centre article and the customer's message. It must cite the source it used, mark missing information and leave sending to a staff member.
Before introducing the assistant, sample normal work. Record elapsed time, active handling time, corrections, escalations and final quality. Use comparable cases and enough observations to show ordinary variation. Ask staff which parts are tedious, which require judgement and what would make the tool unsafe or unhelpful.
Count net time and final quality
During the pilot, include prompt or template setup, source preparation, review, corrections, retraining or rule maintenance and time spent handling failures. Compare final approved responses, not raw drafts. Quality checks can cover factual accuracy, policy compliance, completeness, tone and whether the case was escalated correctly.
The November 2023 version of NBER Working Paper 31161 studied 5,179 customer-support agents and reported a 14% average increase in issues resolved per hour, with effects varying by worker experience. That is a result in a particular support setting, not an Intyb deployment or a prediction of broad return across roles or regulated sectors.
Make participation and override practical
Tell staff what is being measured and avoid turning the trial into hidden individual surveillance. Collect consent or follow the appropriate workplace process, invite feedback, and make it easy to reject a draft without penalty. Training should cover how to verify sources, recognise uncertainty and route cases that need judgement.
Name an owner for content updates and maintenance. If approved policies change, the assistant's knowledge must change too. Define a stop condition for repeated factual errors or poor escalations. A tool that saves drafting time but increases complaints or correction work has not improved the task.
For workflow mechanics such as bounded permissions and human handoff, see the responsible-agent checklist.