Generative AI at Work
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.
We are grateful to Daron Acemoglu, David Autor, Amittai Axelrod, Eleanor Dillon, Zayd Enam, Luis Garicano, Alex Frankel, Sam Manning, Sendhil Mullainathan, Emma Pierson, Scott Stern, Ashesh Rambachan, John Van Reenen, Raffaella Sadun, Kathryn Shaw, Christopher Stanton, Sebastian Thrun, and various seminar participants for helpful comments and suggestions and to the Stanford Digital Economy Lab for funding. The content is solely the responsibility of the authors and does not necessarily represent the official views of Stanford University, MIT, or the National Bureau of Economic Research.
Erik Brynjolfsson is the Director of the Stanford Digital Economy Lab and a compensated Committee Member at Luohan Academy.
- Customer support agents using an AI tool to guide their conversations saw a nearly 14 percent increase in productivity, with 35 percent...