The study is thought to be the first major real-world application of generative AI in the workplace.
Researchers measured productivity of more than 5,000 customer support agents, based primarily in the Philippines, at a Fortune 500 enterprise software firm over the course of a year.
In some cases, using AI trumped having real-life work experience: Customer service agents with two months of experience who used AI support performed as well or better than agents with over six months of experience working without AI.
Meanwhile, the use of AI tools showed a minimal impact on "experienced or highly skilled workers," the authors note, and at times served as a distraction.
AI support can be especially helpful to entry-level or early-career workers, says Lindsey Raymond, an MIT Ph.D. candidate and co-author of the paper.
Persons:
chatbots, Lindsey Raymond, Raymond
Organizations:
Stanford, MIT, Bloomberg, Fortune, Tech
Locations:
Philippines