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- W4366999908 abstract "We study the staggered introduction of a generative AI-based conversational assistant using data from 5,000 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 low-skilled 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." @default.
- W4366999908 created "2023-04-27" @default.
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- W4366999908 date "2023-04-23" @default.
- W4366999908 modified "2023-10-14" @default.
- W4366999908 title "Generative AI at Work" @default.
- W4366999908 doi "https://doi.org/10.48550/arxiv.2304.11771" @default.
- W4366999908 hasPublicationYear "2023" @default.
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