AI Papers Atlas Wave 1
AIORG-W006 Peer-reviewed research AI × management and organizations

Generative AI at Work

Erik Brynjolfsson · Danielle Li · Lindsey Raymond

Also recorded as: NBER w31161 · QJE qjae044 · doi:10.2139/ssrn.4426942 · doi:10.3386/w31161 · nber:w31161 · ssrn:4426942

peer reviewed journal article · 2023-04-24

Source of record — doi.org See it on the corpus view
Recorded claims
3
coded from the inspected source
Evidence classes
2
scholarly-full-text, ssrn-abstract-page
Recorded limitations
6
stated, never hidden

From the hash-bound evidence releases

Recorded claims

Each claim states what the inspected source says, at the recorded location—bounded by its scope and graded by its confidence. Nothing here is a synthesis across works.

Across 5,172 customer-support agents, access to the generative assistant increased issues resolved per hour by about 15% on average, with substantially larger gains among novice and lower-skilled workers.

confidence: high within setting scholarly-full-text apw-r0-seed

Scope: Customer-support work in one organization; task productivity rather than firm profitability.

Performance convergence and evidence that newer workers learned from patterns associated with stronger workers support a knowledge-transfer mechanism; the study also reports improvements in customer sentiment and employee retention, but these outcomes remain setting-specific.

confidence: medium-high scholarly-full-text apw-r0-seed

Scope: Observed support-agent cohort and rollout period.

The abstract reports a staggered rollout study using data from 5,179 customer-support agents; generative-AI access raised issues resolved per hour on average, with larger gains for novice and lower-skilled agents and little effect for experienced and highly skilled agents.

confidence: high ssrn-abstract-page apw-e1-ssrn-backfill

Scope: Universe and denominator: 5,179 customer-support agents overall; unit: worker; period: not displayed; treatment-arm and outcome-specific denominators are not displayed.

Structured relationships

In-corpus citations

Only source-supplied cites relationships whose two endpoints are admitted are shown. Invocation evidence remains a separate relationship.

Cites (0)

No in-corpus outgoing citation is available in the current enrichment coverage.

Cited by (0)

No in-corpus incoming citation is available in the current enrichment coverage.

Boundaries

Limitations & independence

Recorded at coding time, carried with the work forever. A claim without its limits is not evidence.

Recorded limitations

  • Abstract-level evidence only; full text was not inspected.
  • Average effects conceal expertise heterogeneity
  • One customer-support organization and task family
  • Product and organizational context may interact
  • Rollout design is not a universal firm-level randomized trial
  • Treatment allocation, observation period, uncertainty estimates, and outcome-specific denominators are not displayed.

Source independence

Academic analysis of a staged workplace assistant rollout; focal-firm and product context but journal peer review.