Don't Get Left Behind: A.I. Will Replace Non-Users, Says Study

A new study from MIT and Stanford University shows that artificial intelligence (AI) tools can significantly boost worker productivity.

The research, which was first reported by Bloomberg, found that using AI chatbots helped increase productivity by an average of 14% for tech support agents working in a Fortune 500 enterprise software firm.

The study, which is thought to be the first significant real-world application of generative AI in the workplace, measured the productivity of over 5,000 customer support agents primarily based in the Philippines over the course of a year.

The agents who used AI tools to create conversational scripts could resolve more issues per hour than those who did not, with novice and low-skilled workers experiencing a 35% increase in productivity.

Entry-level or early-career workers are the ones who benefit most from AI support, as the technology provides recommendations that help them learn and get up to speed on skillsets that usually come with experience.

Meanwhile, the authors noted that AI had minimal impact on experienced or highly skilled workers and sometimes served as a distraction.

AI Tools Improve Customer Satisfaction and Employee Retention

The year-long experiment also found that AI assistance improved customer satisfaction, reduced the need for managerial intervention, and improved employee retention.

The authors emphasized that the research is not intended to suggest that AI will replace workers but to demonstrate that the technology can help workers multitask and handle more complicated questions faster.

According to Erik Brynjolfsson, the director of the Digital Economy Lab at the Stanford Institute for Human-Centered AI, generative AI can benefit workers in almost any kind of information or knowledge work that involves language, including legal, marketing, medicine, teaching, and other fields.

However, the most significant benefits of generative AI may not be evenly distributed, and some experts warn that it could affect how two-thirds of current jobs are performed.

Nevertheless, companies are increasingly turning to AI to improve their workflows and boost productivity. According to one survey of Linkedin’s Top Companies, nearly 70% say AI is already helping them be faster and smarter, while another 32% expect to see more considerable gains from using AI in the coming years.

Embracing AI Can Help Workers Succeed and Benefit

Brynjolfsson believes that workers who embrace AI, play around with it, and learn how to use it are the ones that will succeed and benefit the most.

He notes that AI tools will significantly affect over half the US workforce, and workers who work with generative AI will replace those who don’t.

Businesses should understand that, despite less dramatic changes in productivity, high-performing employees should be recognized and compensated for generating the solutions that others can learn from, says Lindsey Raymond, an MIT Ph.D. candidate and co-author of the paper.

In conclusion, the study shows that AI tools can significantly improve worker productivity, customer satisfaction, and employee retention. While the technology may not replace workers, it will change how many jobs are performed.

Workers who embrace AI and learn how to use it effectively are the ones who will succeed and benefit the most.

Related Reading: