This is a very interesting piece of research that puts a hard figure on just how much generative AI can increase human productivity (in this case, by ~14%).

The research tracked the duration, quality, and outcome of customer support interactions where team members were given access to a GPT-like tool.

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The researchers find that customer support agents utilizing the AI tool increased the number of customer issues resolved per hour by 13.8 percent. They attribute the increase to three factors: agents, who could participate in multiple chats at once, spent about 9 percent less time per chat, handled about 14 percent more chats per hour, and successfully resolved about 1.3 percent more chats overall. Measures of customer satisfaction showed no significant change, suggesting that the productivity improvements did not come at the expense of interaction quality.
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While it is not broken out by this research summary, it seems the main driver of productivity was a reduction in information search and retrieval time.

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The AI tool, trained using the best examples of resolved queries, learned to connect specific query phrases to useful diagnostic questions and potential solutions. 
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Beyond that, productivity was also increased as individual team members were able to handle multiple chat-based support requests simultaneously, and because the system provided proposed text for use in answering customer queries.

https://lnkd.in/gGHzJtVR

#ai #productivity #research #team #gpt #quality #change #informationretrieval