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Raymond Working Paper 31161 http://www.nber.org/papers/w31161 NATIONAL BUREAU OF ECONOMIC RESEARCH 1050 Massachusetts Avenue Cambridge, MA 02138 April 2023 , revised November 2023","locator":"p. 1","printedPageLabel":"1","pageIndex":1,"surface":"pdf_text_projection","quoteCheck":"matched","start":26,"end":268,"offsetUnit":"UTF-16"},{"id":"e2","segmentId":"p2","quote":"Generative AI at Work Erik Brynjolfsson, Danielle Li, and Lindsey R. Raymond NBER Working Paper No. 31161 April 2023 , revised November 2023 JEL No. D8,J24,M15,M51,O33 ABSTRACT New AI tools have the potential to change the way workers perform and learn, but little is known about their impacts on the job. In this paper, 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% on average","locator":"p. 2","printedPageLabel":"2","pageIndex":2,"surface":"pdf_text_projection","quoteCheck":"matched","start":0,"end":555,"offsetUnit":"UTF-16"},{"id":"e3","segmentId":"p16","quote":"In Column 1, we show that, controlling for time and location fixed effects, access to AI recommendations increases resolu- tions per hour by 0.47 chats, up 22.2% from an average of 2.12. In Column 2, we include fixed effects for individual agents to account for potential differences between treated and untreated agents. In Column 3, we include additional controls for the time-varying agent tenure. As we add controls, our effects fall slightly, so that, with agent and tenure fixed effects, we find that the deployment of AI increases RPH by 0.30 chats or 13.8%. Columns 4 through 6 produce these same patterns and magnitudes for the log of RPH.","locator":"p. 14, Main Results","printedPageLabel":"14","pageIndex":16,"surface":"pdf_text_projection","quoteCheck":"matched","start":212,"end":860,"offsetUnit":"UTF-16"},{"id":"e4","segmentId":"p16","quote":"In Table 3, we report additional results using our preferred specification with year-month, agent, and agent tenure fixed effects. Column 1 documents a 3.8 minute decrease in the average duration of customer chats, a 9% decline from the baseline mean (shorter handle times are generally considered better). Next, Column 2 indicates a 0.37 unit increase in the number of chats that an agent can handle per hour. 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