工作中的生成式人工智能

Quarterly Journal of Economics · 2025 · [{"name": "Erik Brynjolfsson", "affiliation": ["National Bureau of Economic Research", "Stanford University"]}, {"name": "Danielle Li", "affiliation": ["National Bureau of Economic Research", "Massachusetts Institute of Technology"]}, {"name": "Lindsey Raymond", "affiliation": ["Massachusetts Institute of Technology"]}]

中文摘要

摘要：我们利用来自 5,172 名客户服务坐席的数据，研究了一款基于生成式 AI 的对话助手的交错引入。获得 AI 辅助后，工人生产率（以每小时解决的问题数衡量）平均提高 15%，且工人之间存在显著的异质性效应。这种效应在不同坐席之间差异显著。经验较少、技能较低的工人在产出速度和质量上均有所改善，而经验最丰富、技能最高的工人仅在速度上有小幅提升，质量却略有下降。我们还发现证据表明，AI 辅助促进了工人学习，并提高了英语流利度，尤其是在国际坐席中更为明显。虽然 AI 系统会随着训练数据量的增加而不断改进，但我们发现，AI 采用带来的收益对中等罕见的问题最大：在这些问题上，人类坐席的基线经验较少，但系统仍拥有充足的训练数据。最后，我们提供证据表明，AI 辅助在多个维度上改善了工作体验：顾客更加礼貌，且更不太可能要求与经理通话。

Abstract

Abstract We study the staggered introduction of a generative AI–based conversational assistant using data from 5,172 customer-support agents. Access to AI assistance increases worker productivity, as measured by issues resolved per hour, by 15% on average, with substantial heterogeneity across workers. The effects vary significantly across different agents. Less experienced and lower-skilled workers improve both the speed and quality of their output, while the most experienced and highest-skilled workers see small gains in speed and small declines in quality. We also find evidence that AI assistance facilitates worker learning and improves English fluency, particularly among international agents. While AI systems improve with more training data, we find that the gains from AI adoption are largest for moderately rare problems, where human agents have less baseline experience but the system still has adequate training data. Finally, we provide evidence that AI assistance improves the experience of work along several dimensions: customers are more polite and less likely to ask to speak to a manager.