A study conducted between 2020 and 2021 found that when customer service agents used a GPT-based AI tool, their productivity rose by nearly 14 percent, with a striking 35 percent increase among the least experienced and skilled workers.
What's particularly compelling about these findings is the way AI essentially created a fast lane for learning and skill acquisition. With this GPT tool, even the most novice agents were rapidly "up-skilled", bridging the performance gap between them and their more experienced counterparts. This pattern of behavior distribution underscores how AI has the potential to democratize knowledge in the workplace in unprecedented ways.
Keep in mind that this study was conducted between 2020 and 2021. Now, in 2023, GPT-4 is exponentially more advanced, which means that we've barely scratched the surface of its potential impact.NBER https://www.nber.org/digest/measuring-productivity-impact-generative-ai