This NBER working paper examines the economic impact of a generative AI-based conversational assistant on customer service agents. The study analyzes data from 5,179 agents at a Fortune 500 company and finds that access to the AI tool increases worker productivity by 14% on average, with particularly significant improvements for novice and low-skilled workers. The paper also provides evidence that AI assistance improves customer sentiment, increases employee retention, and helps less experienced workers move more quickly down the experience curve. Overall, the study suggests that generative AI can have a positive impact on individual worker productivity in the customer service sector.
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