生成语法
工作(物理)
计算机科学
人工智能
工程类
机械工程
作者
Erik Brynjolfsson,Danielle Li,Lindsey Raymond
摘要
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 percent on average, with the greatest impact on novice and lowskilled workers, and minimal impact on experienced and highly skilled workers.We provide suggestive evidence that the AI model disseminates the potentially tacit knowledge of more able workers and helps newer workers move down the experience curve.In addition, we show that AI assistance improves customer sentiment, reduces requests for managerial intervention, and improves employee retention.
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