A new study by two MIT economics graduate students focuses on where generative AI may be most effective – reducing gaps in writing ability between employees. They found that it could enable less experienced workers who lack writing skills to produce work similar in quality to that of more skilled colleagues. In the tests, those who o chose to use ChatGPT took 40% less time to complete their tasks and produced work that the assessors scored 18% higher in quality than the participants who didn’t use it. The writers who were already skilled at writing were able to reduce the amount of time they spent on their work, while those who were assessed as being weaker writers produced higher-quality work once they gained access to the chatbot.
Why do we care?
I love that the data is starting to arrive, and this is compelling. This augments writers. It makes them better writers, either faster or filling in the skills gaps. We’ve seen data in call center acceleration too. AI won’t replace people; they’ll be replaced by others who know how to use AI.
That’s your approach with customers and should be a guiding principle for your use.