Generative AI increases collaboration among knowledge workers
The Effects of Generative AI on Collaboration and Social Networks Among Knowledge Workers
Computers and Society
Summary
There has been a question of whether AI tools might reduce how much people work together. The authors studied a large group of knowledge workers using an AI assistant and found that these workers actually collaborated more with their colleagues. People talked to more coworkers and formed broader work connections but also relied more on trusted relationships. This shows AI changes work but does not replace human interaction.
What this means in practice
- •For enterprise software teams: Design AI-powered tools that promote broader and deeper collaboration networks within large organizations using evidence from real-world AI rollout effects.$Commercial implications: This paper provides validated insights to improve enterprise AI assistants that enhance collaboration, making a product more effective for knowledge workers.
- •For human resources managers: Develop team collaboration policies and practices that leverage AI tools to expand and deepen workplace interactions based on observed AI impacts on social networks.
Authors
Giuseppe Soda, Alessandro Iorio, Leonardo Rizzo
Abstract
The rapid diffusion of generative artificial intelligence has raised concerns that knowledge work may become less dependent on human-to-human interaction. Yet because AI-generated outputs require interpretation, verification, and social legitimation, generative AI may instead increase collaboration among workers. We test these competing predictions using passively collected behavioral data from more than 12,000 knowledge workers observed over 13 months during the staged organizational rollout of an AI-powered assistant (Microsoft Copilot). Using two complementary quasi-experimental designs -- a staggered difference-in-differences model and a fixed-effects instrumental-variable approach -- we estimate the effects of generative AI on workers' collaboration behavior and social network structure. We estimate that generative AI increased collaboration time across communication channels and reshaped individual networks. Those using generative AI interacted with more colleagues and their networks became less clustered, indicating broadening in collaboration structures. At the same time, they also concentrated more of their collaboration on ties with stronger prior histories, deepening reliance on already trusted colleagues. Together, these findings suggest that, while generative AI changes how people work, it may not displace human-to-human interactions.