- Customer service workers given access to generative AI tools were 14% more productive than those who were not.
- Least-skilled workers reaped the most benefit, with 35% faster work done.
- AI tools absorbed tacit knowledge of top performers and disseminated it to less-skilled or experienced workers through AI-generated suggested responses.
- Highly skilled workers saw little to no benefit from AI introduction.
- Generative AI may reshape workplaces overnight.
Generative AI Boosts Worker Productivity 14% in First Real-World Study
A study found the lowest-skilled customer-service workers reaped the greatest benefits when AI was rolled out at a Fortune 500 software firm over the course of a year.
Jo Constantz
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