Uncovering Cognitive Costs of Using Artificial Intelligence Tools at Work: A Daily Diary Study

Despite the growing implementation of artificial intelligence (AI) artifacts in the workplace, little is known about how utilizing AI in completing jobs may impact employees’ productivity and wellbeing. Extending prior research that assumed the potential positive impact of AI usage, we drew on the cognitive load theory and conducted a daily diary study to uncover the cognitive demands employees may encounter when utilizing AI-based information tools at work. We collected data over five workdays from 231 call center representatives working for a major bank located in South Korea. These representatives utilize an AI-based supporting system to address customers’ requests over phone calls on a daily basis. We found that on days of frequent AI usage, representatives were more likely to experience information overload, and thereby receiving poorer performance ratings from supervisors and having difficulty detaching from work in the evening. In addition, we found that the detrimental effect of using AI at work is exacerbated by job tenure and is mitigated by openness to experience. Our research has implications for understanding the AI-human collaboration dynamics as well as AI’s impacts on employees.