According to a new report [PDF] published by the National Bureau of Economic Research (NBER), generative AI is effective in improving employee productivity, with the most significant impact on employees in customer service departments.
The NBER report focuses on a Fortune 500 software company where 5,000 customer service agents use a tool built on the latest version of Open AI’s Generative Pre-Training Transformer (GPT) Large Language Model (LLM) to help them perform their duties.
LLM monitors customer chatter in real time and advises agents on how to respond. According to the paper, this enables agents to respond faster, answer more chats per hour, and resolve chats more successfully.
The metric used in the report was the number of customer questions that could be resolved per hour, and it found that generative AI could make employees on average 14% more productive.
Generative AI dramatically reduced the start-up time for customer service, with employees who worked with AI for 2 months performing as well as those who worked for 6 months without AI.