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Generative AI at Work
Erik Brynjolfsson (National Bureau of Economic Research, Massachusetts Institute of Technology), Danielle Li (National Bureau of Economic Research, Massachusetts Institute of Technology), Lindsey Raymond (National Bureau of Economic Research, Massachusetts Institute of Technology)
Abstract: We study the staggered introduction of a generative AI-based conversational assistant using data from 5,179 customer support agents.Access to the tool increases productivity, as measured by issues resolved per hour, by 14 percent on average, with the greatest impact on novice and lowskilled workers, and minimal impact on experienced and highly skilled workers.We provide suggestive evidence that the AI model disseminates the potentially tacit knowledge of more able workers and helps newer workers move down the experience curve.In addition, we show that AI assistance improves customer sentiment, reduces requests for managerial intervention, and improves employee retention.