AI · Quasi-experimental staggered introduction using workplace operational data.
Generative AI at Work
The Quarterly Journal of Economics · 2025
Summary
In this study, Less-experienced and lower-skilled workers improved speed and quality more than experienced/high-skilled workers; AI assistance also improved customer sentiment and reduced requests to speak with a manager. The publisher search abstract reports a 15% average productivity increase. Founder use: Prioritize AI copilot deployment where onboarding and experience gaps are largest; track quality, customer sentiment, escalation, and retention together.
For your marketing
Possible founder application
Prioritize AI copilot deployment where onboarding and experience gaps are largest; track quality, customer sentiment, escalation, and retention together.
Reported result
What the study found
Less-experienced and lower-skilled workers improved speed and quality more than experienced/high-skilled workers; AI assistance also improved customer sentiment and reduced requests to speak with a manager. The publisher search abstract reports a 15% average productivity increase.
Research question
What the authors investigated
What happens when a generative-AI conversational assistant is introduced into real customer-support work, and who benefits most?
Design
Quasi-experimental staggered introduction using workplace operational data.
Sample and setting
5,172 customer-support agents using a conversational assistant in their work.
Scope and transfer
Limitations to keep in view
One employer and support workflow; staggered adoption is not a pure randomized trial, and agent, customer, and tool effects may be context-specific.
Research sources
Publisher page directly retrieved with Firecrawl; scrape reference 01a1227f-0fec-77ae-b61b-74f5f6c2b64c. Claims are limited to the reported article record. Correction notices were not separately checked.