AI chatbots reshape the workplace: from help desks to hiring 

Despite numerous forecasts regarding the transformative impact of AI chatbots on the workplace, current data suggests a more subdued reality—at least for the time being. 

In the face of significant and continuous progress in generative AI, the anticipated transformative impact on the workforce appears to be more of a minor disturbance than the sweeping change initially expected. 

Researchers Anders Humlum from the University of Chicago and Emilie Vestergaard from the University of Copenhagen based their findings on more than just anecdotal evidence. Researchers conducted an in-depth analysis, linking findings from two significant surveys conducted in late 2023 and 2024 with comprehensive official records regarding employment and wages in Denmark. 

A recent analysis focused on approximately 25,000 individuals employed across 7,000 distinct locations, examining 11 occupations believed to be directly impacted by advancements in artificial intelligence.    

As AI chatbots become increasingly prevalent in the workplace, questions arise regarding their actual benefits. What advantages do these digital assistants bring to the professional environment? 

The findings corroborate a growing observation: AI chatbots have become ubiquitous in Danish workplaces. In a notable shift from previous apprehensions surrounding data privacy, many employers are now actively promoting the use of these tools among their staff. 

Nearly 40% of employers have implemented their in-house chatbots, while almost one-third of employees have received formal training on these tools.    

Following approval management’s approval, chatbot utilization increased significantly, from 47% to 83%. The initiative contributed to creating a more equitable environment. The disparity in chatbot usage between men and women is noteworthy. The decision was evident when companies took proactive steps to promote their use, particularly when they included training initiatives. 

The tools have gained significant popularity, prompting companies to invest heavily while individuals increasingly seek training opportunities. However, what about the critical economic transformation? It appears to be unaccounted for. 

In a recent study employing statistical methods, researchers sought to compare individuals who utilized AI chatbots for work with those who did not, examining data from both before and after the emergence of ChatGPT. The findings revealed… essentially no significant differences. 

The researchers refer to their findings as “precise zeros.” There was no notable increase in salary or alteration in documented work hours across all 11 job categories examined. The data suggests a strong confidence level among the researchers, indicating that any average effect is unlikely to exceed 1%. 

This was not merely a fleeting moment. The absence of significant impact was evident even among the early adopters, including those who used chatbots daily and individuals in workplaces where management actively promoted the technology. 

An examination of entire workplaces reveals that the presence of numerous chatbot users did not significantly alter hiring trends, overall wages, or employee retention compared to locations with fewer users. 

Productivity improvements: A subtle encouragement rather than a forceful push 

What accounts for the significant gap? The question arises: why is there so much excitement and financial backing in this area if it is not reflected in salaries or employment figures? The study identifies two primary issues: the anticipated productivity increases are not as significant in practice, and the modest gains that do occur are not translating into higher wages. 

Many individuals utilizing AI chatbots in their professional environments reported finding them beneficial. There were discussions about improved work quality and an enhanced sense of creativity. However, the primary advantage? Time conservation. 

Upon analyzing the data, researchers found that the average time saved amounted to merely 2.8% of a user’s overall work hours. The figures starkly contrast the significant productivity increases of 15%, 30%, and even 50% observed in controlled laboratory-style experiments (RCTs) focusing on similar roles. 

What accounts for the discrepancy? Several developments are unfolding. The experiments frequently center on roles or tasks where chatbots excel, such as providing coding assistance or delivering basic customer service responses. This study examined a broader spectrum of professions, including teaching, where the advantages may be less pronounced. 

Researchers emphasize the significance of what they refer to as “complementary investments.” Individuals from organizations that promoted chatbots and offered training reported significant advantages, including time savings, enhanced quality, and increased creativity. This indicates that the tool alone is insufficient; the proper support and organizational environment are essential to fully realizing its potential. 

Despite the modest time savings, there was little financial benefit to be gained. The study suggests that only a small percentage, estimated between 3% and 7%, of the time saved translated into increased earnings. The reluctance to request a raise may stem from typical workplace inertia, or it is more challenging to advocate for increased compensation when utilizing a tool that lacks official endorsement from management, particularly given that many employees adopted these tools independently. 

Creating new opportunities rather than reducing efforts 

One intriguing development is that AI chatbots extend beyond merely accelerating traditional work tasks. New tasks are in the works as well. Approximately 17% of individuals utilizing these tools reported the introduction of new workloads, primarily consisting of entirely new types of tasks. 

This phenomenon was observed with greater frequency in workplaces promoting the use of chatbots. Interestingly, the impact of AI extends beyond those actively utilizing the technology. Approximately 5% of individuals who do not use AI tools have reported encountering new tasks, with educators particularly noting the need to modify assignments or identify homework generated by AI.    

What types of new responsibilities are being introduced? Exploring the integration of AI into everyday workflows, utilizing AI assistance for content creation, and addressing the ethical considerations to ensure compliance and integrity are crucial aspects of this evolving landscape. The current landscape suggests that companies remain entrenched in a phase of exploration, dedicating significant time and resources to adaptation rather than immediately enjoying the benefits of their efforts. 

The impact of AI chatbots on the workplace is a topic of considerable debate. Experts are examining how these technologies influence productivity, employee roles, and overall business operations. 

Researchers are exercising caution when dismissing generative AI entirely. Experts anticipate its influence will grow, particularly as companies enhance their integration efforts and the nature of these “new tasks” continues to develop. 

However, their stance is unequivocal: the existing situation does not align with the expectations surrounding a significant and immediate job market transformation. 

Researchers have concluded that, despite the swift uptake and significant financial backing, AI chatbots have had a limited effect on productivity and labor market results.    

This evokes a well-known saying from the early days of computing: ubiquitous in presence yet absent from productivity statistics. Two years after the launch of ChatGPT, which initiated an unprecedented pace of technology adoption, the impact on employment and wages appears to be minimal. 

The anticipated revolution is on the horizon, yet its arrival is delayed.