Observed Signal · Jun 14, 2023 · Research · Source: CMSWire · Impact: 3/5 · Sentiment: Positive
Generative AI Boosts Customer Service Agent Productivity, NBER Finds
A study by the National Bureau of Economic Research (NBER) on 5,179 customer service agents at a Fortune 500 software company revealed that using a generative AI assistant based on OpenAI's ChatGPT increased productivity by 13.8% in chat resolutions per hour. The benefits were most pronounced for less skilled and less experienced workers, who saw a 35% increase in resolutions, while highly skilled workers experienced minimal impact. AI assistance also improved customer sentiment, reduced requests to speak to a manager by 25%, and lowered employee turnover likelihood by 8.6%. The study analyzed 3 million chat conversations, concluding that AI-generated recommendations enhance productivity, customer satisfaction, and retention.
Large-scale study demonstrating significant productivity gains from generative AI in customer service, relevant to MarTech and AI adoption.
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Key Takeaways & Evidence Grounding
- Average productivity surge of 14% among agents equipped with an AI assistant based on OpenAI's ChatGPT.
- Productivity boost of 13.8% in chat resolution rates per hour for AI-assisted agents.
- Lower-skilled workers saw a 35% increase in resolutions per hour, while highly skilled workers saw minimal impact.
- Requests to speak to a manager declined by 25% with AI assistance.
- Likelihood of an AI-assisted worker leaving their job decreased by 8.6%.
Connected Companies & Entities
5 Entities mapped“An AI assistant tool based on OpenAI's ChatGPT was used by customer service agents in the study....”
“Mike Micucci, chief operating officer at Automation Anywhere, commented on the NBER research....”
“Yaad Oren, managing director of SAP Labs and head of the SAP Innovation Center Network, provided insights on generative AI applications....”
“Rajesh Varrier, EVP and head of digital experience at Infosys, discussed AI's role in enabling workers....”
“Gartner predicted contact centers would spend nearly $2 million on conversational enhancements in 2023....”
Ontology Mapping & Concepts
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