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Generative AI at Work

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  • Erik Brynjolfsson
  • Danielle Li
  • Lindsey Raymond

Abstract

We study the staggered introduction of a generative AI-based conversational assistant using data from 5,000 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.

Suggested Citation

  • Erik Brynjolfsson & Danielle Li & Lindsey Raymond, 2023. "Generative AI at Work," Papers 2304.11771, arXiv.org.
    • Handle: RePEc:arx:papers:2304.11771
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    References listed on IDEAS

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    Citations

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    Cited by:

    1. Anil R. Doshi & Oliver P. Hauser, 2023. "Generative artificial intelligence enhances creativity but reduces the diversity of novel content," Papers 2312.00506, arXiv.org, revised Mar 2024.
    2. Walkowiak, Emmanuelle, 2023. "Task-interdependencies between Generative AI and Workers," Economics Letters, Elsevier, vol. 231(C).
    3. Carvajal, Daniel & Franco, Catalina & Isaksson, Siri, 2024. "Will Artificial Intelligence Get in the Way of Achieving Gender Equality?," Discussion Paper Series in Economics 3/2024, Norwegian School of Economics, Department of Economics.
    4. Morgan Blangeois, 2023. "Generative AI: Revolution or Threat for Digital Service Companies ? [IA générative : révolution ou menace pour les entreprises de services du numérique ?]," Post-Print hal-04355219, HAL.
    5. Gary Charness & Brian Jabarian & John A. List, 2023. "Generation Next: Experimentation with AI," NBER Working Papers 31679, National Bureau of Economic Research, Inc.
    6. Goller, Daniel & Gschwendt, Christian & Wolter, Stefan C., 2023. ""This Time It's Different" - Generative Artificial Intelligence and Occupational Choice," IZA Discussion Papers 16638, Institute of Labor Economics (IZA).
    7. Jason P Davis & Jian Bai Li, 2024. "Early Adoption of Generative AI by Global Business Leaders: Insights from an INSEAD Alumni Survey," Papers 2404.04543, arXiv.org.
    8. Elias Bouacida & Renaud Foucart & Maya Jalloul, 2024. "Decreasing Differences in Expert Advice," Working Papers 408394204, Lancaster University Management School, Economics Department.
    9. Alexander Cuntz & Carsten Fink & Hansueli Stamm, 2024. "Artificial Intelligence and Intellectual Property : An Economic Perspective," WIPO Economic Research Working Papers 77, World Intellectual Property Organization - Economics and Statistics Division.
    10. Amali Matharaarachchi & Wishmitha Mendis & Kanishka Randunu & Daswin De Silva & Gihan Gamage & Harsha Moraliyage & Nishan Mills & Andrew Jennings, 2024. "Optimizing Generative AI Chatbots for Net-Zero Emissions Energy Internet-of-Things Infrastructure," Energies, MDPI, vol. 17(8), pages 1-19, April.
    11. Qin Chen & Jinfeng Ge & Huaqing Xie & Xingcheng Xu & Yanqing Yang, 2023. "Large Language Models at Work in China's Labor Market," Papers 2308.08776, arXiv.org.
    12. Rosa-García, Alfonso, 2024. "Student Reactions to AI-Replicant Professor in an Econ101 Teaching Video," MPRA Paper 120135, University Library of Munich, Germany.
    13. Freund, L. B., 2022. "Superstar Teams: The Micro Origins and Macro Implications of Coworker Complementarities," Janeway Institute Working Papers 2235, Faculty of Economics, University of Cambridge.

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    More about this item

    JEL classification:

    • D8 - Microeconomics - - Information, Knowledge, and Uncertainty
    • J24 - Labor and Demographic Economics - - Demand and Supply of Labor - - - Human Capital; Skills; Occupational Choice; Labor Productivity
    • M15 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - IT Management
    • M51 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Personnel Economics - - - Firm Employment Decisions; Promotions
    • O33 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - Technological Change: Choices and Consequences; Diffusion Processes

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