A study led by Erik Brynjolfsson at Stanford University and MIT assessed 5,000 customer support agents to determine the impact of AI usage. Results showed that agents using AI tools managed 13.8% more inquiries per hour and improved problem resolution quality by 1.3%. Intriguingly, customers could not discern whether agents were utilizing AI or not, highlighting the effectiveness of these tools. The findings suggest AI serves as an equalizer in customer support, assisting inexperienced agents and expediting their learning curves, indicating a broader potential for AI in improving workplace productivity.
Agents utilizing AI technologies handled 13.8% more inquiries per hour and demonstrated improved work quality, all while customers were unaware of the AI assistance.
The study revealed that AI not only increased productivity but also served as an equalizer, allowing less experienced agents to perform better.
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