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Generative AI at Work

The Quarterly Journal of Economics · published 2025-04-08 · Vol. 140, no. 2, pp. 889–942

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brynjolfsson-2025-genai-at-work · last checked 2026-10-18 · voice: research · origin: global north

Field study of one firm’s customer-support operation. The published abstract was truncated where read; figures come from the open NBER working paper (w31161) and may differ slightly from the final version.

Claims that cite this source · 1

  1. Source assertion· confidence high· passage checked

    In a field study at one firm, an AI assistant raised customer-support productivity, most for novice and lower-skilled workers.

    Used in: Broadly shared benefit, Over-reliance and deskilling