by Erik Brynjolfsson, Danielle Li, and Lindsey R. Raymond shows that generative AI can actually boost productivity for workers. And the lowest-skilled workers could especially benefit.
The working paper looked at data from about 5,000 customer support agents, the majority of whom work in the Philippines, at a Fortune 500 company. About 3,500 of those agents did not receive the AI assistance studied, while about 1,500 agents did. The paper stated that the AI system used was"designed to augment, rather than replace, human agents."
The overall productivity increase for workers given the AI tool was about 14% on average, and the lowest-skilled workers saw an increase of 35%. Additionally, the report noted results for five groups of tenure — ranging from zero months to over 12 months. Like the results by skill level, the researchers found those with less experience were seeing the biggest productivity gains based on measuring issues agents resolved per hour.
While the AI system wasn't too helpful for the more-skilled workers, it had a robust impact on those who are relatively new to the company. The report stated that"treated agents with two months of tenure perform just as well as untreated agents with over six months of tenure." The effects on attrition were especially evident for newer workers. Brynjolfsson said that overall, they found the customer support agents were happier.
"I think this is a real game changer in terms of not just productivity, but a new paradigm for doing software and capturing information," Brynjolfsson said."The fact that now instead of people explicitly coding what they know and putting it into the system, that the system can learn from data, learn from the chats, learn from experience, and then capture that knowledge and share it with other workers, that's a really different way of creating software.
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