AI Assists Low-Skilled Workforce Rather Than Replaces It by Artur Kurasiński


The post was originally published in Polish on Artur’s LinkedIn profile. Artur kindly agreed that we repost what we think is of great value to our readers.

‘AI will deprive us of jobs!’ we hear the skeptical media roar. But how is it in reality? A study by Stanford and MIT shows that AI benefits employees, especially beginners and low-skilled workers.

A new study by researchers at Stanford University and MIT has found that customer service workers at a Fortune 500 software company who were given access to generative artificial intelligence (AI) tools became on average 14% more productive than those who didn’t.

Artur Kurasiński, Serial Founder and Investor

The researchers tracked the performance of more than 5,000 customer service employees against key metrics such as speed and success in solving customer problems, and found that novice employees benefited most from AI.

One of the results of the study was that novice workers benefited the most from technology, the researchers said. The help of AI enabled the company’s least skilled employees to do their jobs 35% faster.

The productivity of new employees also improved much faster with the help of AI than without it. According to the study, agents with two months of experience who were assisted by AI performed the work as well or better in many ways than agents with more than six months of experience who worked without AI.

The results suggest that the increase in productivity of low-skilled workers may partly be due to AI tools absorbing the knowledge that makes the best employees stand out and distributing it to less skilled workers through AI-generated suggested responses.

The study also raises questions about compensation policies, as the most skilled workers saw little or no benefit from introducing AI into their work, potentially requiring a rethinking of the logic underlying compensation decisions.

The comment section had a few things to add:

I wonder how the level of customer satisfaction and satisfaction served by these less experienced agents supported by AI has changed at the same time? This would be an important complement to such research… I am very curious about these opinions and customer ratings.

Jacek Olkowski, Executive Director at Dedal Consulting Ltd.

It will also be interesting to see how this will affect communication skills in the long term.

AI will probably replace contact with more experienced employees in many places. Thus, this contact, which is very important, may decrease.

On the other hand, it can facilitate the adaptation of juniors remotely, because they have something to use.

Briefly speaking, every angle gives different conclusions.

Krzysztof Madej, Senior DevOps Engineer/Lead at CyberVadis

As with everything new, it is worth using the potential, trying new things. I don’t think everyone will suddenly lose jobs because of AI. Personally, I use a lot of AI’s help in my work and certainly will not take it away from me for a long time 🙂

Joanna Horanin, Founder and Director at OK English


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