Independent researchApril 2023, revised 2025

Brynjolfsson, Li & Raymond, “Generative AI at Work”, NBER working paper #31161

National Bureau of Economic Research

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No commercial interest in the outcome. Method published.

Citation

Publisher: National Bureau of Economic Research
Title: Brynjolfsson, Li & Raymond, “Generative AI at Work”, NBER working paper #31161
Date: April 2023, revised 2025
Provenance: Independent research
Method: Staggered rollout across 5,179 support agents at a Fortune 500 software firm; difference-in-differences on 3m+ conversations.
What it does not show: One firm, one language, text chat only. Gains concentrated in less experienced staff; the most experienced saw little or no benefit.
Full reference: National Bureau of Economic Research. Brynjolfsson, Li & Raymond, “Generative AI at Work”, NBER working paper #31161. April 2023, revised 2025. https://www.nber.org/papers/w31161

Where this source appears

Cited on 1 field guide. The claim drawn from it on each one is reproduced below, so you can check the reading against the source itself.

Customer service
Access to a generative AI assistant raised issues resolved per hour by 14%, cut handling time 9%, and lifted the least experienced agents by 34%. Requests to speak to a manager fell 25%.
Read the customer service guide

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