Junior or Senior? Erik Brynjolfsson, Danieelle Li, Lindsey R. Raymond measured the new AI tools that has the have the potential to change the way workers perform and learn, but little is known about their impacts on the job. They studied the staggered introduction of a generative AI-based conversational assistant using data from 5,179 customer support agents. The results have shown 34% improvement for novice and low-skilled workers but with minimal impact on experienced and senior workers.
In addition, the paper found that the AI assistance improves customer sentiment, increases employee retention, and may lead to worker learning. the results suggest that access to generative AI can increase productivity, with large heterogeneity in effects across workers.
The AI Productivity Gap: How Experience Shapes Outcomes
A study on AI conversational assistants in customer support found a 14% overall increase in productivity. However, the benefits are uneven. New and less experienced workers improved by up to 34% in resolving issues per hour, while experienced employees saw little or no improvement. The AI effectively shares best practices from top performers, but its benefits lessen as employees gain more experience.
Learning from AI: Benefits for Junior Workers
The study shows that AI serves as a digital mentor, speeding up the learning process for new employees. Workers with just two months of AI support reached performance levels similar to those with more than six months of traditional training. Even when the AI was not available, employees with prior experience continued to perform better, demonstrating lasting benefits.
Senior Employees and AI Fatigue: When Automation Disrupts Routine
Experienced employees, who have established effective workflows, did not see significant productivity gains from the AI. In some cases, performance slightly declined because the AI’s suggestions disrupted their routine. Since the AI is trained on data from top performers, its advice can sometimes conflict with the personalized methods of seasoned workers, leading to what can be called “AI fatigue.”
The Future of AI in the Workplace: Challenges and Considerations
While AI offers clear benefits, the study raises concerns about its long-term effects on the workforce. Companies might hire more junior workers due to AI-driven efficiency, potentially reducing the need for highly skilled employees. Moreover, top performers contribute most of the data that trains the AI but receive few direct benefits. Businesses should consider these issues when planning for the future of AI in the workplace.
References:
Erik Brynjolfsson, Others. (2023). "Generative AI at Work". (Link)
Images (Image-1,2) are generated by pixlr.com
Editor: BUILD IT: Research & Publishing Team
