Generative AI at Work

Understand

We study the staggered introduction of a generative AI-based conversational assistant using data from 5,172 customer support agents.

• Access to AI assistance increases worker productivity, as measured by issues resolved per hour, by 15\% on average, with substantial heterogeneity across workers.
• Less experienced and lower-skilled workers improve both the speed and quality of their output while the most experienced and highest-skilled workers see small gains in speed and small declines in quality.
• We also find evidence that AI assistance facilitates worker learning and improves English fluency, particularly among international agents.