Since generative AI went mainstream in 2023, it has inspired an equal measure of hype and fear. Boosters of tools such as ChatGPT and DALL-E predict that they will transform our economy, while skeptics worry about their potential to produce inaccurate or harmful results and ultimately replace workers. But until recently, no one had tested what really happens when companies unleash generative AI at scale in real workplaces.

The first such study, released as a National Bureau of Economic Research working paper in 2023, found the best-case scenario: Providing workers with a generative AI tool similar to ChatGPT can lead to more productive workers, happier customers, and higher employee retention.

Researchers studied nearly 5,200 customer support agents at a Fortune 500 software firm that gained access to a generative AI-based assistant in a phased rollout between November 2020 and February 2021. During support chats, the generative AI tool shared real-time recommendations with operators, suggesting how to respond to customers and supplying links to internal documents about technical issues.

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