![]() ![]() It isn't just customer support work where this dynamic could take hold. As novice workers get access to these tools, they're able to close the gap in performance with more experienced colleagues, just like an Uber driver suddenly being able to compete with a black cab driver and their knowledge. In other words, the lessons learned from months or years of experience are baked into an AI tool. "We argue that this occurs because ML systems work by capturing and disseminating the patterns of behavior that characterize the most productive agents." "In contrast to studies of prior waves of computerization, we find that these gains accrue disproportionately to less-experienced and lower-skill workers," per their academic paper. ![]() The trio found that the tool helped increase productivity by 14%, but critically, it was novice workers who benefited most. Raymond, and Danielle Li measured the impact of an AI-based conversational assistant on almost 5,200 customer support agents at a Fortune 500 software company. AI will lower the barrier to entry for lots of technical jobsĪ recent study from Erik Brynjolfsson, Lindsey R. We could be about to see AI have a similar impact on a host of white-collar industries. "The result was more competition for incumbent taxi drivers who saw their incomes fall by around 10%." "Suddenly, knowing the name of each street in London was no longer valuable expertise, so that anybody with a drivers license could drive a taxi," Professor Carl Benedikt Frey, the director of future of work at the Oxford Martin School, told me over email. With a cell phone attached to someone's windscreen, any driver could navigate the city's backstreets. The Knowledge was no longer necessary to get around. ![]() It can take three to four years of study to pass the test, according to Transport for London.Ībout a decade ago now, Uber arrived in London. That's because for decades every black cab driver in London has been required to pass a test called the Knowledge, which requires memorizing miles and miles of London. Name an address in London, and chances are they'll know exactly where you're talking about, and the best way to get there, within moments. If you've ever gotten in a black cab in London, you'll likely have noticed just how knowledgeable your driver seems to be. Account icon An icon in the shape of a person's head and shoulders. ![]()
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