Summary Workers with less experience gain the most from generative AI | MIT Sloan mitsloan.mit.edu
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Generative AI technology benefits less-experienced workers in contact centers by improving productivity, decision-making, and skills, without replacing high-skilled workers, but questions remain about its impact on job availability and the need for implementation considerations.
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Key Points
- Workers with less experience benefit the most from generative AI, according to a new study.
- Contact center agents with access to a conversational assistant saw a 14% boost in productivity, with the largest gains impacting new or low-skilled workers.
- Generative AI can decrease inequality in productivity by helping lower-skilled workers improve faster.
- The impact of generative AI goes beyond providing recommendations or auto-complete; it can change how workers respond and leave customers satisfied.
- There are still questions about who benefits from the productivity gains, whether workers are learning from the AI recommendations, and the long-term implications of using generative AI in contact centers.
Summaries
111 word summary
Generative AI technology is most beneficial for less-experienced workers, especially in contact centers. It improves productivity, decision-making, and skills. Contact center agents using conversational assistants saw a 14% increase in productivity without replacing high-skilled workers. Generative AI can decrease inequality and improve efficiency but should be used as a supportive tool, not a replacement. Workers with less experience using generative AI tools resolved more customer chats per hour, spent less time on each chat, and improved customer sentiment. Questions remain about who benefits and if companies will hire fewer agents or increase contact center volumes. Generative AI has the potential to enhance productivity and upskill workers, but implementation considerations are important.
364 word summary
Generative AI technology has proven to be most beneficial for workers with less experience, especially in contact center settings. A study from MIT Sloan found that workers with limited experience saw the greatest improvement in productivity when using generative AI tools. These tools provide real-time feedback and suggestions to guide decision-making, resulting in better outcomes. However, it is crucial to train workers on how to effectively utilize generative AI technology to maximize its benefits. Generative AI has the potential to revolutionize work by enhancing skills, knowledge, and decision-making abilities for less-experienced workers.
In contact centers, the study showed that agents with access to a conversational assistant experienced a 14% increase in productivity. This technology allows for upskilling rather than replacing workers, benefiting lower-skilled employees without significantly impacting high-skilled workers. Generative AI can help decrease productivity inequality and improve efficiency in contact centers, which often face challenges like burnout and high turnover rates.
Generative AI, particularly large language models, can analyze different data sources and infer relationships between inputs and outputs. The researchers emphasized its significant potential impact in the workplace. However, it is important to ensure that generative AI is used as a supportive tool for workers rather than fully replacing them.
The study demonstrated that workers with less experience using generative AI tools increased the number of customer chats resolved per hour by 13.8%, with the greatest improvement seen in workers with the least experience. These workers also spent less time on each chat and saw improved customer sentiment. However, there are concerns about who benefits from these gains and whether workers are truly learning from the AI model's recommendations or simply following instructions. It is also unclear if companies will hire fewer agents or if contact center volumes will increase due to improved productivity and customer experience.
In conclusion, generative AI has the potential to enhance productivity and upskill workers, particularly those with less experience. However, it is crucial to address questions and concerns about its implications and ensure that it is used as a supportive tool for workers across various industries. The study highlights the benefits of using generative AI in contact centers but also raises important considerations for its implementation.
387 word summary
Generative AI technology has been found to benefit workers with less experience, particularly in contact center settings. A study conducted by MIT Sloan revealed that workers with limited experience saw the most improvement in productivity when using generative AI tools. These tools provide real-time feedback and suggestions to guide decision-making, leading to better outcomes. The study emphasized the importance of training workers on how to effectively utilize generative AI technology in order to maximize its benefits. Generative AI has the potential to revolutionize the way work is done, enhancing skills, knowledge, and decision-making abilities for workers with less experience.
The study focused on the impact of generative AI in contact centers and found that agents with access to a conversational assistant experienced a 14% increase in productivity. This technology allows workers to be upskilled rather than replaced, benefiting lower-skilled workers without significantly affecting high-skilled workers. Generative AI has the ability to decrease productivity inequality and improve efficiency in contact centers, which often face challenges such as employee burnout and high turnover rates.
Generative AI, specifically large language models, can analyze various data sources and infer relationships between inputs and outputs. The researchers highlighted its potential for significant impact in the workplace. However, it is important to ensure that generative AI is used as a tool to support workers rather than replace them completely.
The study demonstrated that workers with less experience using generative AI tools increased the number of customer chats resolved per hour by 13.8%, with the greatest improvement seen in workers with the least experience. These workers also spent less time on each chat and saw improved customer sentiment. However, there are questions about who benefits from these gains and whether workers are truly learning from the AI model's recommendations or simply following instructions. It is also unclear if companies will hire fewer agents or if contact center volumes will increase as a result of improved productivity and customer experience.
In conclusion, generative AI has the potential to enhance productivity and upskill workers, particularly those with less experience. However, it is important to address questions and concerns about its implications and ensure that it is used as a supportive tool for workers in various industries. The study highlights the benefits of using generative AI in contact centers but also raises important considerations for its implementation.
818 word summary
Workers with less experience benefit the most from generative AI, according to a study by MIT Sloan. The study found that workers who have less experience are able to gain the most from generative AI technology. This is because generative AI can provide them with guidance and support in their decision-making process. The study also showed that generative AI can help workers with less experience to improve their skills and knowledge in their respective fields. It was observed that generative AI technology can provide workers with real-time feedback and suggestions, which can help them to make better decisions. This can ultimately lead to improved performance and productivity. The study also highlighted the importance of training and education in the effective use of generative AI technology. It emphasized the need for workers to be trained on how to effectively utilize generative AI tools and algorithms in their work. The study concluded that generative AI has the potential to revolutionize the way work is done, particularly for workers with less experience. It stated that generative AI technology can provide workers with valuable insights and support, enabling them to perform at their best and achieve better outcomes. Overall, the study emphasized the significant benefits that generative AI can bring to workers with less experience, highlighting its potential to enhance their skills, knowledge, and decision-making abilities.
Generative artificial intelligence (AI) has been found to benefit workers with less experience, according to a recent study. While generative AI has shown promise in passing exams and assisting with speech writing, these results have been achieved in controlled environments. The real-world impact on workers, especially those with limited experience, remains uncertain.
Generative AI has the potential to benefit inexperienced workers the most, according to a paper by MIT Sloan associate professor Danielle Li, MIT Sloan PhD candidate Lindsey Raymond, and Stanford University professor Erik Brynjolfsson. The researchers found that contact center agents with access to a conversational assistant saw a 14% increase in productivity, with the greatest impact on new or low-skilled workers. This technology allows workers to be upskilled rather than replaced. Generative AI has the ability to decrease productivity inequality, benefiting lower-skilled workers significantly without much effect on high-skilled workers.
Generative AI is part of a series of technologies disrupting the workplace. While previous technologies required explicit instructions, generative AI, specifically large language models, can infer relationships between inputs and outputs. It is capable of analyzing various data sources, not just language. For example, it can determine if a picture is of someone's mother based on a dataset of pictures. This technology has the potential for significant impact.
The researchers studied the impact of large language models in a customer contact center at a Fortune 500 company. Contact center agents with access to an AI assistant were 14% more productive, with low-skilled workers showing the greatest improvement. Contact centers have room for improvement as supervisors spend up to 20 hours per week training low performers. Employee burnout and high turnover rates are common in this industry. Generative AI can be beneficial in this context due to the abundance of data available for training models.
The researchers emphasized that generative AI is meant to augment rather than replace contact center employees. The model only provides recommendations if it is confident in its answers, reducing the number of incorrect responses. Workers are not required to use the recommendations.
Overall, generative AI has the potential to enhance productivity and upskill workers, particularly those who are less experienced. It can help decrease productivity inequality and improve efficiency in contact centers. However, it is important to ensure that AI is used as a tool to support workers rather than replace them completely.
Workers with less experience benefit the most from using generative AI tools, according to a study conducted by researchers. These workers increased the number of customer chats resolved per hour by 13.8%, reaching 2.5 chats per hour within two months compared to 1.7 chats for colleagues without the AI model. Productivity gains were particularly high for workers with the least experience, who resolved 35% more chats per hour. In addition, workers using the AI model spent an average of 35 minutes on each chat, compared to 40 minutes for their colleagues. The generative AI model also led to improved customer sentiment, with a 25% decrease in requests to speak to a manager and earlier transfers to other departments. However, there are questions about who benefits from these gains and whether workers are learning from the AI model's recommendations or simply following instructions. It is also unclear if companies will hire fewer agents as a result of increased productivity or if contact center volumes will increase due to improved customer experience. Teaching workers how to use the technology effectively can lead to faster learning and better outcomes. Overall, the study demonstrates the benefits of using generative AI in contact centers but raises important questions about its implications.