Generative AI at Work
National Bureau of Economic Research · Stanford University · +1 more institution
Abstract
Abstract We study the staggered introduction of a generative AI–based conversational assistant using data from 5,172 customer-support agents. Access to AI assistance increases worker productivity, as measured by issues resolved per hour, by 15% on average, with substantial heterogeneity across workers. The effects vary significantly across different agents. Less experienced and lower-skilled workers improve both the speed and quality of their output, while the most experienced and highest-skilled workers see small gains in speed and small declines in quality. We also find evidence that AI assistance facilitates worker learning and improves English fluency, particularly among international agents. While AI…
Citation impact
- FWCI
- 1010.70
- Percentile
- 100%
- References
- 75
Authors
3Topics & keywords
- Generative grammar
- Work (physics)
- Computer science
- Artificial intelligence
- Engineering