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Brynjolfsson Customer Service AI

Generative AI at Work

AI-focusedRestricted/RDCWorker-side
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Specific Type
Experimental AI usage evidence
Dataset Type
True panel/Longitudinal
Institution
MIT; Stanford University
Institution Type
Academia
Level of Focus
Individual
Most Granular Level
Individual agent level
Perspective
Worker-side
Time Coverage
2020-2021
Frequency
One-time experiment
Sample Size
5,179 customer support agents
Geographic Detail
National (US)
Occupational Classification
Customer support representatives
Industrial Classification
Software/Technology
Other Classification
Geographic location; experience level
Key Variables
Issues resolved per hour; customer sentiment; employee retention; call quality
AI/Tech Tracking
Generative AI conversational assistant usage
Access Details
Data from Fortune 500 company partnership
Notes
Staggered introduction design; benefits concentrated among lower-skilled workers

Key Papers

Quantifying the Distribution of Machine Learning's Impact on Work

Brynjolfsson, Mitchell, Rock, Syverson (2023)

Brynjolfsson et al. (2023)