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Will Generative AI Make You More Productive at Work? Yes, But Only If You’re Not Already Great at Your Job.

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Summary

Scholars from Stanford HAI and MIT studied the impact of generative AI deployed at a call center and found that access to AI assistance increased agent productivity by 14%, with the biggest impact on less experienced workers. This is one of the first studies to look at generative AI tools in the real-world workplace and the team found that the AI assistant improved the performance of less skilled or less experienced workers, but had few positive effects for the most experienced members. They also noted that the AI assistance had an additional benefit of helping the agents be more empathetic with customers. There is still much to be studied about the impact of AI on productivity, organizational structure, and morale.

Q&As

What is the impact of generative AI on worker productivity?
The impact of generative AI on worker productivity is an increase of 14%.

What are the benefits of AI assistance for less experienced workers?
The benefits of AI assistance for less experienced workers include being able to perform as well as agents with six months of tenure who don’t have access to the AI, and being able to move through issues more quickly, handle multiple calls at once, and being more successful at resolving issues.

How does AI impact the performance of the most skilled or experienced workers?
The researchers found few positive effects of AI for the highest skilled or most experienced members of the company.

What research has been conducted to study the impact of generative AI tools in the workplace?
A small but growing number of studies have tried to understand generative AI capabilities, including some small-scale experiments, but this is one of the first studies to look at generative AI tools in the real-world workplace.

How can AI help improve customer satisfaction?
AI can help improve customer satisfaction by providing agents with suggestions for how to respond to customers in a more empathetic way.

AI Comments

👍 This article is incredibly informative and provides a detailed look at how generative AI can be used to increase worker productivity. It is great to see research being done on the real-world application of AI and its potential impact on the workforce.

👎 This article is lacking in depth and fails to address the potential risks of using generative AI in the workplace. It is important to consider the potential negative outcomes of introducing AI into a work environment as well.

AI Discussion

Me: It's about how generative AI could make workers more productive at work, but it's only beneficial for those who are not already great at their job.

Friend: That's interesting. What are the implications of this article?

Me: It suggests that generative AI can be useful in helping newer or less experienced employees become more productive and successful in their roles. However, it also implies that there may be limited value for more experienced or highly skilled workers. It also suggests that there is still much to be learned about how AI can be used in the workplace, such as its impact on productivity, organizational structure, or morale.

Action items

Research other studies that have examined the impact of generative AI on productivity, organizational structure, and morale.
Explore ways to use generative AI to improve customer service and increase worker productivity.
Develop strategies for integrating generative AI into the workplace, such as skills development, business process redesign, and organizational investments.

Technical terms

Generative AI: Generative AI is a type of artificial intelligence that is used to generate new data from existing data. It is used to create new data from existing data, such as images, text, and audio.
Foundation Models: Foundation models are mathematical models that are used to describe the behavior of a system. They are used to predict the behavior of a system and to develop strategies for controlling it.
Chat Assistant: A chat assistant is a computer program that is used to provide customer service in a chat environment. It is designed to respond to customer inquiries and provide helpful information.
Fortune 500: Fortune 500 is a list of the 500 largest companies in the United States, based on their total revenue.
Real-Time Suggestions: Real-time suggestions are suggestions that are provided to a user in real-time, as they are interacting with a system. These suggestions are designed to help the user make better decisions or take more efficient actions.
Empathetic: Empathetic means having or showing an understanding and sympathy for the feelings of others.