Does generative AI raise worker productivity most for less-skilled workers?
Core argument: Access to a generative AI conversational assistant raised customer support productivity, measured by issues resolved per hour, by 14 percent on average across 5,179 agents studied under a staggered rollout.
We study the staggered introduction of a generative AI-based conversational assistant using data from 5,179 customer support agents. Access to the tool increases productivity, as measured by issues resolved per hour, by 14 percent on average, with the greatest impact on novice and low skilled workers, and minimal impact on experienced and highly skilled workers. We provide suggestive evidence that the AI model disseminates the potentially tacit knowledge of more able workers and helps newer workers move down the experience curve. In addition, we show that AI assistance improves customer sentiment, reduces requests for managerial intervention, and improves employee retention.

