AI – Conversational Assistants significantly increase productivity26. April 2023
AI – Conversational Assistants significantly increase productivity
Los Angeles, 24.4. 2030
According to a new study by MIT and Stanford researchers, customer service representatives were able to increase their productivity by 14% by using AI conversation assistants in a call center.
The investigation involved more than 5,000 call center employees from an unidentified Fortune 500 company. The chatbot, a “current version” of an OpenAI GPT model, monitored customer chats and offered agents suggestions for responses. Over the course of a year, researchers found that agents using the tool were able to solve 13.8% more issues per hour.
The least skilled and experienced benefited the most, completing their work 35% faster with the tool.
The researchers attribute this to AI “diffusing the potentially implicit knowledge of more capable workers and helping new workers move up the experience curve,” said MIT Ph.D. Candidate and co-author of the paper Lindsey Raymond.
The global call center AI market is expected to grow from US$800 million in 2019 to US$2.8 billion in 2024, with North America leading among the regions.