Generative AI at Work
Working Paper 31161
DOI 10.3386/w31161
Issue Date
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 low-skilled 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.
Non-Technical Summaries
- Customer support agents using an AI tool to guide their conversations saw a nearly 14 percent increase in productivity, with 35 percent...