Generative AI like LLMs have been touted as a boon to collective productivity. But the authors argue that leaning into the hype too much could be a mistake. Assessments of productivity typically focus on the task level and how individuals might use and benefit from LLMs. Using such findings to draw broad conclusions about firm-level performance could prove costly. The authors argue that leaders need to understand two core problems of LLMs before adopting them company-wide: 1) their persistent ability to produce convincing falsities and 2) the likely long-term negative effects of using LLMs on employees and internal processes. The authors outline a long-term perspective on LLMs, as well as what kinds of tasks LLMs can perform reliably.
A closer look, however, reveals a few worrying signs. Per the call center study we linked to, top employees’ performance actually decreased with this system
In another study, researchers found more productivity gains from using generative AI for tasks that were well-covered by current models, but productivity decreased when this technology was used on tasks where the LLMs had poor data coverage or required reasoning that was unlikely to be represented in online text.
Moreover, while changes in task completion speed are easy to measure, changes in accuracy are less detectable. If an employee completes a report in five minutes instead of 10, but it’s less accurate than before, how would we know, and how long will it take to recognize this inaccuracy?
As these systems start to be trained on their own output, organizations that rely on them will face the problematic issue of model collapse. While originally trained on human-generated text, LLMs that are trained on the output of LLMs degrade rapidly in quality.
There’s simply not another internet’s worth of text to train on, and one of the primary innovations of LLMs was the ability to ingest massive amounts of text. Even if there was, that text is now polluted by LLM output that will degrade model quality.
It’s important to note that there are other significant ethical issues with this class of technology that we didn’t address here. These issues include everything from the expansion and ossification of societal biases to problems of copyright infringement, as these models tend to memorize particularly unique data points.