Upwork announced the launch of its Human+Agent Productivity Index (HAPI) on November 13, 2025, a new metric that measures how human expertise amplifies the performance of AI agents on real client projects.
HAPI was built from data on more than 300 simple, low‑complexity projects, representing less than 6% of Upwork’s total Gross Services Volume. The index found that when a human professional collaborates with an AI agent, project completion rates rise by up to 70% compared with AI agents working alone. The improvement reflects the fact that AI agents can struggle with nuance and context; human oversight corrects errors, ensures quality, and provides the judgment that AI lacks in these routine tasks.
The launch underscores Upwork’s AI‑native platform strategy, positioning AI as an augmentation tool rather than a replacement for human talent. Andrew Rabinovich, Chief Technology Officer and Head of AI & Machine Learning, said, “In our Human+Agent Productivity Index, agents struggle to complete simple real‑world projects on their own. However, when paired with expert human professionals, project completion rates improve dramatically, supporting our firm belief that the future of work will be defined by humans and AI collaborating to get more work done.” The higher completion rate translates into faster delivery, higher client satisfaction, and increased platform usage, reinforcing Upwork’s competitive edge in the contingent workforce market.
Contextually, Upwork’s recent earnings reports show modest revenue growth but a clear improvement in adjusted EBITDA margins, with a long‑term target of 35%. AI initiatives such as HAPI support margin expansion by driving higher utilization and reducing rework. The company is also expanding its enterprise business through new offerings like Lifted and strategic acquisitions, further diversifying revenue streams.
In the competitive landscape, HAPI is the industry’s first data‑driven evaluation of human‑AI collaboration. While competitors are exploring similar metrics, Upwork’s early mover advantage positions it as a leader in AI‑human partnership, potentially attracting clients who seek reliable AI‑augmented talent solutions.
Overall, HAPI demonstrates the tangible value of human‑AI collaboration, aligning with Upwork’s strategy to scale AI capabilities while maintaining human expertise. The metric provides a benchmark for future AI‑human initiatives and signals that Upwork’s platform can deliver higher quality outcomes, stronger client retention, and sustained growth in a rapidly evolving marketplace.
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