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Generative AI Boosts Worker Productivity 14% in First Real-World Study

A study found the lowest-skilled customer-service workers reaped the greatest benefits when AI was rolled out at a Fortune 500 software firm over the course of a year.

A call center employees handles incoming calls in Tours, France. 

A call center employees handles incoming calls in Tours, France. 

Photographer: Guillaume Souvant/AFP/Getty Images
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Customer service workers at a Fortune 500 software firm who were given access to generative artificial intelligence tools became 14% more productive on average than those who were not, with the least-skilled workers reaping the most benefit.

That’s according to a new study by researchers at Stanford University and the Massachusetts Institute of Technology who tested the impact of generative AI tools on productivity at the company over the course of a year.