Here’s How Much More Efficient AI Makes the Average Worker: Study
Access to artificial intelligence rendered workers in a customer support setting 14% more efficient, according to a new working paper from Stanford University and MIT researchers.
The findings come as ChatGPT, an AI language processing tool, accrues worldwide recognition as knowledge workers leverage the system’s capabilities to execute tasks such as writing emails and fixing computer code in a matter of seconds. The academics showed that customer service employees at an unnamed Fortune 500 software company who had access to a tool based on a version of GPT answered more customer requests in the same amount of time as their colleagues who did not have access to the system.
“Access to the tool increases productivity, as measured by issues resolved per hour, by 14% on average, with the greatest impact on novice and low-skilled workers, and minimal impact on experienced and highly skilled workers,” the working paper said. “We provide suggestive evidence that the AI model disseminates the potentially tacit knowledge of more able workers and helps newer workers move down the experience curve.”
The researchers indeed found that newer and less skilled workers saw significant productivity gains, while their more experienced colleagues saw minimal improvement from the technology. The tool, which monitored customer chats and provided agents with real-time suggestions on how to respond, was “designed to augment agents,” who remained responsible for the conversation and were able to ignore the suggestions from the system.
Employees who used the AI tool saw a “decline in the time” necessary to handle an individual customer chat and an increased capacity to handle multiple chats at once, as well as a “small increase” in the portion of customer requests successfully resolved. Workers who had two months of tenure and access to the system typically performed as well as agents with six months of tenure and no access to the system. (Read more from “Here’s How Much More Efficient AI Makes the Average Worker: Study” HERE)
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