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Dive briefs:
- A customer support agent given access to a generated artificial intelligence assistant Increased productivity by an average of 14%according to a group of researchers from Stanford University’s Digital Economy Institute and the Massachusetts Institute of Technology.
- Researchers whose findings were published in a working paper from the National Bureau of Economic Research studied the deployment of AI-based chat assistants built on large-scale language models developed by OpenAI. The study included more than 5,000 of his agents working at Fortune 500 companies, and the chat assistant monitored customer service her chats while providing agents with real-time response suggestions.
- Overall, the assistant reduced the time it took agents to handle individual chats, increased the number of chats agents could handle per hour, and slightly increased the number of successfully resolved chats. . However, the researchers found that the use of AI “disproportionately” improved the performance of less skilled and less experienced agents, with “minimal impact” on more experienced and highly skilled workers. says.
Dive Insight:
It took less than six months for generative AI tools such as ChatGPT and Midjourney to gain widespread public access and use. Employers may now see the first documented use cases for such tools in the workplace.
The authors of the NBER study say that functions like customer service have been common use cases for AI in the past. The study cites a survey conducted by McKinsey in 2021, which found that 27% of respondents belonged to organizations that have adopted AI. Used to optimize service operationsand 22% said the same about contact center automation.
An NBER study found that chat assistants helped new customer support agents perform at a level similar to that of senior agents, but researchers found the technology’s positive impact on highly skilled and experienced agents. He said he saw little to no effect.
“We believe that highly skilled workers may gain less from AI assistance. ,” the researchers wrote. “Rather, lower-skilled workers are more likely to improve by adopting these behaviors as suggested by AI.”
As mainstream technology companies move toward adopting generative AI, products already in use by workersIt may be important for employers to understand the extent to which their employees are already using AI. According to a recent Fishbowl survey, 68% of workers using AI tools for work-related tasks I didn’t tell my boss before doing so.
Also, when deciding when and how to implement new AI techniques: Worker needs should facilitate conversationconsulting firm Bain & Company said in a March report.
