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Allowing workers in entry-level roles to use A.I. tools like ChatGPT to help them with their work bring about big productivity boosts, according to new research.
In a new study, researchers from Massachusetts Institute of Technology Stanford University analyzed the impact generative A.I. tools like ChatGPT had on productivity at an unnamed Fortune 500 software firm.
Generative A.I. models are programmed to use what they have learned from examples they have been shown in the past and generate something completely new based on that information.
Using data from 5,179 customer support agents, the research team found that workers who had access to an A.I.-based conversational assistant were 13.8% more productive than those who did not.
Productivity was measured by how many issues individual agents resolved per hour.
“This increase reflects shifts in three components of productivity: a decline in the time it takes to an agent to handle an individual chat, an increase in the number of chats that an agent is able to handle per hour (agents may handle multiple calls at once), and a small increase in the share of chats that are successfully resolved,” the study’s authors wrote in their paper, which was published by the National Bureau of Economic Research.
The greatest productivity boost was seen among novice and low-skilled workers, according to the research paper, while access to generative A.I. had “minimal impact” on experienced and highly skilled workers.
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