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

2026-06-18 · Source: National Bureau of Economic Research Working Papers · Field: Business & Management — Human Resources & Workforce Development, Operations & Process Management, Corporate Strategy & Leadership · Depth: Intermediate, quick

Summary

A study on one of China's largest food-delivery platforms examined the performance of deaf or hard of hearing (DHH) workers. Initially, DHH workers were slower and received worse customer ratings than non-disabled colleagues, though they worked more hours and had lower quit rates. The platform then introduced an AI-based intelligent outbound calling system to enhance customer communication for DHH workers. Using a difference-in-differences design, researchers found that this AI tool significantly increased DHH workers' speed and productivity, particularly on customer interaction tasks. It also substantially reduced negative customer ratings, increased labor supply, and improved retention. The AI eliminated one-third of the disability hourly pay gap and boosted DHH workers' profitability for the platform.

Key takeaway

For HR professionals or AI/ML directors evaluating inclusion strategies, consider deploying AI-powered communication tools to support employees with disabilities. This study demonstrates that such systems can significantly boost productivity, improve customer satisfaction, and enhance retention for deaf or hard of hearing workers, ultimately increasing their profitability and reducing pay gaps. Prioritize solutions that directly address specific communication barriers to foster a more inclusive and efficient workforce.

Key insights

AI can significantly improve workplace outcomes for deaf or hard of hearing workers.

Principles

• AI can mitigate specific disability-related performance gaps.
• Improved communication tools enhance worker productivity.
• AI can increase labor supply and retention for DHH workers.

Method

An AI-based intelligent outbound calling system was designed to improve customer communication for deaf or hard of hearing workers.

In practice

• Implement AI communication tools for DHH employees.
• Analyze worker performance pre- and post-AI tool deployment.
• Target AI solutions for specific communication barriers.

Topics

• Workplace Inclusion
• Disability Employment
• AI Communication
• Food Delivery Platforms
• Worker Productivity
• Employee Retention

Best for: CTO, VP of Engineering/Data, Executive, Director of AI/ML, Consultant, HR Professional

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Editorial summary, takeaway, and curation by AIssential. Original article published by National Bureau of Economic Research Working Papers.