Lindsey Raymond
MIT
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- Researcher, Massachusetts Institute of Technologysource
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Generative AI at Work
Brynjolfsson, Li and Raymond (arXiv version of their 2025 Quarterly Journal of Economics paper) study a GPT-based chat assistant introduced in stages to 5,172 customer-support agents at one company. They report 15% more issues resolved per hour on average, with the largest gains for less experienced agents, and say the data cannot show wage or employment effects.