Using AI to Help Job Seekers: Lessons from SkillUp AI

• In Event: Does AI Deliver? Evidence from Training Programs, the Workforce, and Career Pathways

Abstract

Career coaching can help job seekers identify training opportunities, navigate complex labor markets, and make informed career decisions, yet access to coaching remains limited due to cost, staffing constraints, and scale challenges. Generative artificial intelligence (AI) chatbots have emerged as a potential solution, offering personalized guidance at low cost and broad reach. However, evidence on their effectiveness in real‑world workforce systems is still emerging. This paper presents findings from an evaluation of SkillUp AI, a career coaching AI chatbot implemented by SkillUp Coalition, a nationwide career navigation platform helping individuals skilled through alternative routes secure employment with opportunities for career advancement.

SkillUp developed and piloted an AI‑enabled chatbot designed to help users explore career options, training programs, and jobs by conversationally navigating SkillUp’s existing catalog of resources. The chatbot aimed to accelerate career exploration, reduce search burden, and increase engagement by providing tailored recommendations based on users’ interests and backgrounds. MDRC evaluated the chatbot using a randomized A/B test, in which around 5,000 job seekers were randomly assigned to have access to SkillUp AI or SkillUp’s existing platform. Outcomes were measured with platform engagement data.

The evaluation found that users who had access to the AI chatbot interacted significantly less with SkillUp’s offerings than users who had access to resources through the traditional catalog. Chatbot users viewed fewer opportunities and were less likely to click through to view an external training or job site. Over half of users disengaged before receiving a recommendation. These findings suggest that AI chatbots may have some disadvantages compared with standard websites, may not be the best tool for career navigation for all types of users, and may be better suited to guided exploration where users are less sure of their direction and want assistance.

Overall, this study suggests that a chatbot alone is probably not sufficient to help people navigate complex, high-stakes, nuanced journeys like career navigation. By examining both strengths and limitations, this paper contributes evidence for policymakers, platform designers, and workforce practitioners on when and how AI chatbots may enhance career navigation and when they may unintentionally constrain engagement. The findings reinforce the need for continued evaluation as workforce systems experiment with AI‑driven innovations intended to expand access to career guidance at scale.

Author

• Kelsey Schaberg, MDRC
  Presenting Author