https://www.nber.org/papers/w31161
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Access to the tool increases productivity, as measured by issues resolved per hour, by 14% on average
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including a 34% improvement for novice and low-skilled workers but with minimal impact on experienced and highly skilled workers
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We provide suggestive evidence that the AI model disseminates the best practices of more able workers and helps newer workers move down the experience curve.
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we find that AI assistance improves customer sentiment
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increases employee retention
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may lead to worker learning
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- Aug 10, 2026Entered the graphEntered the graph; copy stored