Generative Ai at Work

67 Pages Posted: 24 Apr 2023 Last revised: 17 Jul 2023

See all articles by Erik Brynjolfsson

Erik Brynjolfsson

National Bureau of Economic Research (NBER); Stanford

Danielle Li

Massachusetts Institute of Technology (MIT)

Lindsey Raymond

Massachusetts Institute of Technology (MIT)

Date Written: April 2023

Abstract

New AI tools have the potential to change the way workers perform and learn, but little is known about their impacts on the job. In this paper, 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% on average, including a 34% improvement for novice and low-skilled workers but with minimal impact on experienced and highly skilled workers. We provide suggestive evidence that the AI model disseminates the best practices of more able workers and helps newer workers move down the experience curve. In addition, we find that AI assistance improves customer sentiment, increases employee retention, and may lead to worker learning. Our results suggest that access to generative AI can increase productivity, with large heterogeneity in effects across workers.

Institutional subscribers to the NBER working paper series, and residents of developing countries may download this paper without additional charge at www.nber.org.

Suggested Citation

Brynjolfsson, Erik and Li, Danielle and Raymond, Lindsey, Generative Ai at Work (April 2023). NBER Working Paper No. w31161, Available at SSRN: https://ssrn.com/abstract=4426942

Erik Brynjolfsson (Contact Author)

National Bureau of Economic Research (NBER) ( email )

1050 Massachusetts Avenue
Cambridge, MA 02138
United States

Stanford ( email )

366 Galvez St
Stanford, CA 94305
United States

HOME PAGE: http://brynjolfsson.com

Danielle Li

Massachusetts Institute of Technology (MIT) ( email )

77 Massachusetts Avenue
50 Memorial Drive
Cambridge, MA 02139-4307
United States

Lindsey Raymond

Massachusetts Institute of Technology (MIT) ( email )

77 Massachusetts Avenue
50 Memorial Drive
Cambridge, MA 02139-4307
United States

Do you have a job opening that you would like to promote on SSRN?

Paper statistics

Downloads
81
Abstract Views
2,007
Rank
559,697
PlumX Metrics