Empowering Inclusive Work -- by Yanyou Chen, Mitchell Hoffman, Huilan Xu, Zhe Yuan
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'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 co...