- 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.
Bloomberg — Business — Generative AI — Work Shift — Technology — Workplace
Generative AI Boosts Worker Productivity 14% in First Real-World Study
Customer service workers at a Fortune 500 software firm using generative AI tools are 14% more productive, with least-skilled workers reaping the most benefit.