Unleashing Non-Human Workers: How AI is Boosting Productivity by 66% and Levelling the Skills Gap
In recent years, we've seen a surge in AI technology, specifically in the form of Intelligent Agents or Digital Employees, enhancing productivity across various domains. Several studies now validate this growth, indicating that AI can increase user productivity by an impressive 66% on average. This surge not only enhances the output of businesses but also substantially improves the quality of work produced.
The research involved three diverse studies, focusing on various tasks and users:
- Customer service agents are resolving inquiries in an enterprise software company.
- Experienced business professionals were writing routine business documents like press releases.
- Programmers are coding small software projects.
In each study, some participants used AI tools, while others did not. The results demonstrated significant productivity improvements:
- Support agents using AI could handle 13.8% more customer inquiries per hour.
- Business professionals could write 59% more business documents per hour.
- Programmers could code 126% more projects per week.
It's clear that these "Non-Human Workers" had a more significant impact on more cognitively demanding tasks like coding. However, there's more to these AI-enhanced performance gains than just increased productivity. There are also noticeable improvements in work quality and a narrowing of the skill gap between the most and least proficient employees.
The gains in quality were evident in two of the studies:
- In customer support, AI-assisted agents improved their work quality by 1.3%.
- Business professionals who used AI for document writing showed a significant quality improvement from a score of 3.8 to 4.5 on a 1-7 scale.
The most intriguing finding, however, is how AI seems to level the playing field between different skill levels. Across all three studies, AI demonstrated a trend toward narrowing the skill gap between the most and least talented employees:
- The lowest-performing customer support agents improved their task throughput by 35% with AI, far more than the average agent.
- In document writing, lower-scoring professionals saw greater improvement with AI assistance, reducing the quality gap with top performers.
- Less-experienced programmers benefited more from AI than those who spent fewer hours per day coding.
This evidence suggests that AI, or the new age of "Digital Employees," is not only enhancing business productivity but also assisting in creating a more balanced workforce. As we move forward, we should see even more advancements in AI that will continue to revolutionize how businesses operate, the quality of work output, and the proficiency of the workforce.
This blog post is based on the original article "AI Improves Employee Productivity by 66%" which you can read here.