Will Generative AI Make You More Productive at Work? Yes, But Only If You’re Not Already Great at Your Job
As generative AI increases in capability, these models are moving from the lab to the office. But do they improve worker productivity? 斯坦福HAI內斯坦福數字經濟實驗室和麻省理工學院的學者研究了在呼叫中心大規模部署在客戶服務部門的生成人工智能的影響。他們發現，獲得人工智能幫助使代理生產力提高了14%，其中對經驗不足的員工的影響最大。 Scholars from the Stanford Digital Economy Lab within Stanford HAI and the Massachusetts Institute of Technology studied the impact of generative AI deployed at scale in the customer service sector at a call center. They found that access to AI assistance increased agent productivity by 14%, with the biggest impact on less experienced workers. 麻省理工學院博士候選人、這篇新論文的合著者Lindsey Raymond說：“我們發現，能夠使用人工智能的工人看到了相當顯著的生產力提高，但這些提高大多是由新手或能力較差的工人獲得的。”。“這可能是因為人工智能模型傳播了更有能力的員工的潛在隱性知識，并幫助新員工提升經驗曲線。” “We found that workers with access to AI see fairly significant productivity gains, but most of those gains accrue to novice or less able workers,” says Lindsey Raymond, an MIT PhD candidate and coauthor of the new paper. “This may be because the AI model disseminates the potentially tacit knowledge of more able workers and helps new workers move up the experience curve.” 該研究團隊包括斯坦福數字經濟實驗室主任、經濟學家Erik Brynjolfsson；麻省理工學院斯隆管理學院副教授Danielle Li；Raymond研究了一家提供業務流程軟件的《財富》500強軟件公司的聊天助理的交錯部署。該工具根據公司5000多名代理商的數據進行培訓，監控客戶聊天，并為公司代理商提供如何回應客戶的實時建議。代理人可以使用這些建議，但也可以隨意忽略 The research team – which includes economist Erik Brynjolfsson, director of the Stanford Digital Economy Lab; Danielle Li, associate professor at the MIT Sloan School of Management; and Raymond – examined the staggered deployment of a chat assistant for a Fortune 500 software firm that provides business process software. The tool, trained on data from over 5,000 agents at the company, monitors customer chats and offers company agents real-time suggestions for how to respond to customers. The agents could use those suggestions but were also free to ignore them. 學者們發現，該工具使代理每小時多解決13.8%的問題：代理能夠更快地處理問題，一次處理多個電話，并且在解決問題方面更成功。 The scholars found that the tool allowed agents to resolve 13.8% more issues per hour: Agents were able to move through issues more quickly, handle multiple calls at once, and were more successful at resolving issues. 人工智能助手在所有生產力指標上都提高了技術水平較低或經驗不足的工人的績效。使用該工具的有兩個月任期的代理能夠表現得很好，而沒有使用人工智能的有六個月任期 The AI assistant improved the performance of less skilled or less experienced workers across all productivity measures. Agents with two months of tenure who used the tool were able to perform as well as agents with six months of tenure who didn’t have access to the AI. 研究人員發現，人工智能對公司中技能最高或經驗最豐富的成員幾乎沒有積極影響 The researchers found few positive effects of AI for the highest skilled or most experienced members of the company. Brynjolfsson說：“高技能工人從人工智能援助中獲得的東西可能更少，正是因為人工智能建議捕捉了他們自己行為中體現的知識。” “High-skilled workers may have less to gain from AI assistance precisely because AI recommendations capture the knowledge embodied in their own behaviors,” says Brynjolfsson. Brynjolfsson指出，除了員工生產力之外，人工智能輔助還有一個額外的好處：由于人工智能建議旨在幫助代理商對沮喪的客戶更有同情心，客戶對代理商的態度要積極得多。 Outside of worker productivity, Brynjolfsson noted that the AI assistance had an additional benefit: As a result of the AI suggestions that were designed to help the agents be more empathetic with frustrated customers, customers treated the agents far more positively. 隨著生成性人工智能和基礎模型更廣泛地提高性能，越來越多的這些工具正在進入勞動力市場。但作者指出，到目前為止，很少有研究大規模研究它們對生產力、組織結構或士氣的影響。 As generative AI and foundation models more broadly improve performance, more of these tools are finding their way into the workforce. But thus far, few studies have examined in any large scale their impact on productivity, organizational structure, or morale, the authors note. 一小部分但越來越多的研究試圖了解生成人工智能的能力，包括一些小規模的實驗，但這是第一批研究現實世界工作場所中的生成人工智能工具的研究之一。 A small but growing number of studies have tried to understand generative AI capabilities, including some small-scale experiments, but this is one of the first studies to look at generative AI tools in the real-world workplace. “我們需要更多的研究，”Brynjolfsson說。“我們不知道人工智能對生產力的影響是否會隨著時間的推移而變化，將這些工具添加到辦公室可能需要補充的組織投資、技能開發和業務流程重新設計。人工智能系統可能會影響員工和客戶的滿意度、流失和行為模式。還有很多我們不知道。”來源：https://hai.stanford.edu/news/will-generative-ai-make-you-more-productive-work-yes-only-if-youre-not-already-great-your-job “We need far more research here,” says Brynjolfsson. “We don’t know if the impact of AI on productivity may vary over time, and adding these tools to the office could require complementary organizational investments, skills development, and business process redesign. And AI systems may impact worker and customer satisfaction, attrition, and patterns of behavior. There’s so much we don’t know.”source：https://hai.stanford.edu/news/will-generative-ai-make-you-more-productive-work-yes-only-if-youre-not-already-great-your-job
