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MIT and Stanford University recently conducted practical studies to assess the impact of AI content creation tools on workforce productivity. Specifically, the customer care sector of a Fortune 500 software company was exposed to English language AI content creation tools for the past year. Individuals utilizing AI for their tasks witnessed a labor productivity increase of over 14% compared to those without AI support.This research marks the first time AI has been measured for its effectiveness in real-world conditions, rather than evaluations conducted in laboratories or unrealistic experiments. Prior to this, GPT-4 excelled in competency assessments, achieving over 90% absolute scores to obtain licenses in law and medicine. In terms of AI support in human work, previous experiments tested the ability to perform writing tasks with AI assistance but were conducted on a very limited scale.
Extensive experiments throughout the past year have further proven that new employees and those with lower skills can reap significant benefits from AI chatbots. On average, a 14% increase was observed, while those with the lowest skills experienced a remarkable 35% boost in work efficiency thanks to the assistance of artificial intelligence. However, this does not imply dependence on AI. According to research from MIT and Stanford University, employees with just 2 months of experience, aided by AI, work much faster compared to those with 6 months of experience, but without AI support.
Focusing on the customer care sector, AI tools provide insights that only the most proficient individuals can glean through their work. For instance, AI adeptly selects the most suitable language to calm an irate customer or chooses the most relevant technical documentation to advise customers in various scenarios.
The question arises here: if AI can bridge the gap between the skills and productivity of highly skilled and inexperienced workers, companies will need to reassess the benefits for experienced personnel. For example, large entities now compile spreadsheets consolidating commonly used phrases and responses, which hold consistent value in customer service. If AI gains access to this data source, experienced personnel not only perform their direct tasks but also indirectly contribute to training new employees. Unfortunately, there is currently no mechanism from enterprises to compensate them for this additional effort.Erik Brynjolfsson, the director of digital economy research at the AI research institute serving humanity, Stanford University, believes that companies with long-term vision will reap benefits and rewards by recognizing the efforts of efficient, experienced personnel. Sharing their experiences with the entire company and benefiting from them can be facilitated through AI content creation tools, aiding new employees. With AI, skilled individuals can potentially transform the entire company as their expertise is shared with everyone else.According to Bloomberg
