Generative AI at Work

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</div> </form> </div> </div> </div> </div> </div> </header> <main> <a id="main-content" tabindex="-1"></a> <div id="block-nber-breadcrumbs"> <nav class="breadcrumbs" aria-label="You are here:"> <ul class="breadcrumbs__list "> <li class="breadcrumbs__item"> <a href="/" class="breadcrumbs__link">Home</a> </li> <li class="breadcrumbs__item"> <a href="/papers" class="breadcrumbs__link">Working Papers</a> </li> </ul> </nav> </div> <div class="page-header page-header--book-style"> <div class="page-header__title-page"> <h1 class="page-header__title"> <span>Generative AI at Work</span> </h1> <div class="page-header__authors js-expandable-list"> <span class="page-header__author-item"> <a href="/people/erik_brynjolfsson">Erik Brynjolfsson</a>, </span> <span class="page-header__author-item"> <a href="/people/danielle_li">Danielle Li</a> </span> <span class="page-header__author-item"> & <a href="/people/lindsey_raymond">Lindsey R. Raymond</a> </span> </div> <div class="page-header__share"> <div class="share"> <span class="share__label">Share</span> <div class="share__buttons addthis_toolbox addthis_default_style"> <a class="share__btn addthis_button_twitter" title="Twitter" href="#share_twitter"> <span class="share__btn-text">X</span><span class="share__btn-icon"> <svg aria-hidden="true" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" width="24" height="19" viewBox="0 0 24 19"> <g transform="scale(0.075,0.075) translate(10,0)"> <path d="m236 0h46l-101 115 118 156h-92.6l-72.5-94.8-83 94.8h-46l107-123-113-148h94.9l65.5 86.6zm-16.1 244h25.5l-165-218h-27.4z"/> </g> </svg> </span> </a> <a class="share__btn addthis_button_linkedin" target="_blank" title="LinkedIn" href="#share_linkedin"> <span class="share__btn-text">LinkedIn</span><span class="share__btn-icon"> <svg aria-hidden="true" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" width="24" height="23" viewBox="0 0 24 23"> <g transform="translate(-1101 -3501)"> <path d="M1113.97 3510.57c2.1-3.76 11.03-4.04 11.03 3.6v9.83h-5v-8.15c0-4.9-6.03-4.53-6.03 0v8.15H1109v-15.52h4.97zM1106 3524h-5v-16h5zm0-20.5a2.5 2.5 0 1 1-5 0 2.5 2.5 0 0 1 5 0z"></path> </g> </svg> </span></a> <a class="share__btn" target="_blank" title="Email" href="mailto:?subject=Generative AI at Work&body=https://www.nber.org/papers/w31161"> <span class="share__btn-text">Email</span><span class="share__btn-icon"> <svg aria-hidden="true" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" width="24" height="24" viewBox="0 0 24 24"> <g> <path d="M20,4 L4,4 C2.9,4 2.01,4.9 2.01,6 L2,18 C2,19.1 2.9,20 4,20 L20,20 C21.1,20 22,19.1 22,18 L22,6 C22,4.9 21.1,4 20,4 L20,4 Z M20,8 L12,13 L4,8 L4,6 L12,11 L20,6 L20,8 L20,8 Z"></path> </g> </svg> </span></a> </div> </div> </div> <div class="page-header__citation-info"> <div class="page-header__citation-item"> <span class="page-header__citation-item-label">Working Paper</span> 31161 </div> <div class="page-header__citation-item"> <span class="page-header__citation-item-label">DOI</span> 10.3386/w31161 </div> <div class="page-header__citation-item"> <span class="page-header__citation-item-label">Issue Date</span> <time datetime="2023-04-20T12:00:00Z">April 2023</time> </div> <div class="page-header__citation-item"> <span class="page-header__citation-item-label">Revision Date</span> <time datetime="2023-11-06T12:00:00Z">November 2023</time> </div> </div> </div> <div class="page-header__intro page-header__intro--centered"> <div class="page-header__intro-inner"> <p> 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. </p> </div> </div> </div> <script> function getCookieValue(name) { var cookies = "; " + document.cookie, parts = cookies.split("; " + name + "="); if (parts.length == 2) { return parts.pop().split(";").shift(); } } fetch("/api/v1/auth/637550", { credentials: "include" }) .then( function(response) { if (response.status !== 200) { console.log('Looks like there was a problem. 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We thank Max Feng for providing excellent research assistance and 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. </p> <br> <div class="disclosure"> <strong><a href="/people/erik_brynjolfsson">Erik Brynjolfsson</a></strong> <p> Erik Brynjolfsson is the Director of the Stanford Digital Economy Lab and a compensated Committee Member at Luohan Academy. </p> </div> </div> </div> </li> <li> <div class="accordion"> <button class="accordion__title js-accordion" aria-expanded="false" aria-controls="accordion-body-guid2" id="accordion-button-guid2">Download Citation</button> <div class="accordion__body" id="accordion-body-guid2" aria-labelledby="accordion-button-guid2" style="display: none;"> <form class="download-citation" data-drupal-selector="download-citation" action="/papers/w31161" method="post" id="download-citation" accept-charset="UTF-8"> <input data-drupal-selector="edit-code" type="hidden" name="code" value="w31161" /> <input data-drupal-selector="edit-bundle" type="hidden" name="bundle" value="working_paper" /> <p id="edit-file-type" role="radiogroup"> <span class="form__field"><input data-twig-suggestion="citation" data-drupal-selector="edit-file-type-marc" aria-labelledby="accordion-button-guid2" type="radio" id="edit-file-type-marc" name="file_type" value="marc" checked="checked" class="form-radio" /> <label for="edit-file-type-marc" class="option">MARC</label></span> <span class="form__field"><input data-twig-suggestion="citation" data-drupal-selector="edit-file-type-ris" aria-labelledby="accordion-button-guid2" type="radio" id="edit-file-type-ris" name="file_type" value="ris" class="form-radio" /> <label for="edit-file-type-ris" class="option">RIS</label></span> <span class="form__field"><input data-twig-suggestion="citation" data-drupal-selector="edit-file-type-bib" aria-labelledby="accordion-button-guid2" type="radio" id="edit-file-type-bib" name="file_type" value="bib" class="form-radio" /> <label for="edit-file-type-bib" class="option">BibTeΧ</label></span> </p> <p><button class="btn btn--primary button js-form-submit form-submit" data-twig-suggestion="citation_submit" data-drupal-selector="edit-submit" type="submit" id="edit-submit" name="op" value="Download Citation Data">Download Citation Data</button></p><input autocomplete="off" data-drupal-selector="form-h5h4c-ga-fuhcevednvj3yrcfcui-m2q4j4qmh9xyg4" type="hidden" name="form_build_id" value="form-h5h4C_gA-fUHCeVednVj3yrcfCui-m2q4j4QMH9XyG4" /> <input data-drupal-selector="edit-download-citation" type="hidden" name="form_id" value="download_citation" /> </form> </div> </div> </li> <li> <div class="accordion"> <button class="accordion__title js-accordion" aria-expanded="false" aria-controls="accordion-body-guid4" id="accordion-button-guid4">Other Versions</button> <div class="accordion__body" id="accordion-body-guid4" aria-labelledby="accordion-button-guid4" style="display: none;"> <ul class="digest-list__list"> <li><span class="file file--mime-application-pdf file--application-pdf"><a href="https://www.nber.org/system/files/working_papers/w31161/revisions/w31161.rev0.pdf" type="application/pdf; length=933033" title="April 20, 2023">April 20, 2023</a></span> </li> <li><span class="file file--mime-application-pdf file--application-pdf"><a href="https://www.nber.org/system/files/working_papers/w31161/revisions/w31161.rev1.pdf" type="application/pdf; length=1007022" title="October 12, 2023">October 12, 2023</a></span> </li> </ul> <br> <br> </div> </div> </li> </ul> </div> <section class="promo-grid promo-grid--1-up promo-grid--row-rules"> <div class="promo-grid__promos"> <div class="digest-list"> <h2 class="info-grid__title">Non-Technical Summaries</h2> <ul class="digest-list__list"> <li><div class="digest-card"> <div class="digest-card__title"> <a href="/digest/20236/measuring-productivity-impact-generative-ai"> <span property="schema:name">Measuring the Productivity Impact of Generative AI</span> </a> </div> <div class="digest-card__date"> <span class="digest-card__label"> </span> </div> <div class="digest-card__items"> <span class="digest-card__label"> Author(s): </span> <a href="/people/erik_brynjolfsson">Erik Brynjolfsson</a><a href="/people/danielle_li">Danielle Li</a><a href="/people/lindsey_raymond">Lindsey R. Raymond</a> </div> <div class="digest-card__summary">   Customer support agents using an AI tool to guide their conversations saw a nearly 14 percent increase in productivity, with 35... </div> </div> </li> </ul> </div> <div class="info-grid"> <h2 class="info-grid__title">Related</h2> <div class="info-grid__grid"> <div class="info-grid__item"> <h3 class="info-grid__item-title">Topics</h3> <div class="info-grid__item-body"> <div class="info-grid__link-container"><a href="/topics/microeconomics" hreflang="en">Microeconomics</a></div> <div class="info-grid__link-container"><a href="/taxonomy/term/441" hreflang="en">Economics of Information</a></div> <div class="info-grid__link-container"><a href="/topics/labor-economics" hreflang="en">Labor Economics</a></div> <div class="info-grid__link-container"><a href="/taxonomy/term/571" hreflang="en">Labor Supply and Demand</a></div> <div class="info-grid__link-container"><a href="/topics/other" hreflang="en">Other</a></div> <div class="info-grid__link-container"><a href="/topics/accounting-marketing-and-personnel" hreflang="en">Accounting, Marketing, and Personnel</a></div> <div class="info-grid__link-container"><a href="/topics/development-and-growth" hreflang="en">Development and Growth</a></div> <div class="info-grid__link-container"><a href="/taxonomy/term/656" hreflang="en">Innovation and R&D</a></div> </div> </div> <div class="info-grid__item"> <h3 class="info-grid__item-title">Programs</h3> <div class="info-grid__item-body"> <div class="info-grid__link-container"><a href="/programs-projects/programs-working-groups/corporate-finance" hreflang="en">Corporate Finance</a></div> <div class="info-grid__link-container"><a href="/programs-projects/programs-working-groups/industrial-organization" hreflang="en">Industrial Organization</a></div> <div class="info-grid__link-container"><a href="/programs-projects/programs-working-groups/law-and-economics" hreflang="en">Law and Economics</a></div> <div class="info-grid__link-container"><a href="/programs-projects/programs-working-groups/labor-studies" hreflang="en">Labor Studies</a></div> <div class="info-grid__link-container"><a href="/programs-projects/programs-working-groups/productivity-innovation-and-entrepreneurship" hreflang="en">Productivity, Innovation, and Entrepreneurship</a></div> </div> </div> <div class="info-grid__item"> <h3 class="info-grid__item-title">Working Groups</h3> <div class="info-grid__item-body"> <div class="info-grid__link-container"><a href="/programs-projects/programs-working-groups%23Groups/entrepreneurship" hreflang="en">Entrepreneurship</a></div> <div class="info-grid__link-container"><a href="/programs-projects/programs-working-groups%23Groups/innovation-policy" hreflang="en">Innovation Policy</a></div> <div class="info-grid__link-container"><a href="/programs-projects/programs-working-groups%23Groups/organizational-economics" hreflang="en">Organizational Economics</a></div> <div class="info-grid__link-container"><a href="/programs-projects/programs-working-groups%23Groups/personnel-economics" hreflang="en">Personnel Economics</a></div> </div> </div> <div class="info-grid__item"> <h3 class="info-grid__item-title">Conferences</h3> <div class="info-grid__item-body"> <div class="info-grid__link-container"><a href="/conferences/si-2023-personnel-economics" hreflang="en">SI 2023 Personnel Economics</a></div> </div> </div> </div> </div> <div class="digest-list"> <h2 class="info-grid__title">Mentioned in the News</h2> <div class="digest-card js-clickable-card is-clickable" data-href="https://siliconcanals.com/few-mid-career-and-older-workers-use-ai-at-work-yet/"> <div class="digest-card__title"> <a href="https://siliconcanals.com/few-mid-career-and-older-workers-use-ai-at-work-yet/"> <span>Few mid-career and older workers use AI at work - yet - Silicon Canals</span> </a> </div> <div class="digest-card__date"> <span class="digest-card__label"> <time datetime="2024-11-07T12:00:00Z">November 7, 2024</time> </span> </div> <div class="digest-card__items"> <span class="digest-card__label"> Source: </span> <a href="https://siliconcanals.com/few-mid-career-and-older-workers-use-ai-at-work-yet/">siliconcanals.com</a> </div> <div class="digest-card__summary"> <a href="/papers/w31161" aria-label="Read more about Generative AI at Work">Read the research here</a>. <a href="/digest/20236/measuring-productivity-impact-generative-ai" aria-label="Read more about Measuring the Productivity Impact of Generative AI">Or a non-technical summary here</a>. </div> </div> <div class="digest-card js-clickable-card is-clickable" data-href="https://hackread.com/enhance-customer-experiences-with-generative-ai/"> <div class="digest-card__title"> <a href="https://hackread.com/enhance-customer-experiences-with-generative-ai/"> <span>Enhance customer experiences with Generative AI - 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