The Impact of Generative AI on High-Skilled Workers and Enterprise Products.

A study conducted by researchers at Stanford and MIT found that highly skilled customer service workers saw "close to 0%" productivity gains from using an AI chat program meant to enable them to provide better and quicker answers to customers. The study found that AI can help lower-skilled workers "communicate more like high-skill agents." The AI tool was trained to understand features like the duration and outcomes of calls, and how top performers fared in those aspects. The study notes customer service as a particularly ripe area where companies are deploying artificial intelligence technology.