ai-productivity3.095 min read The Future of AI Productivity and Security: Insights and Concerns.
Customer support agents using a Generative Pre-trained Transformer (GPT) AI tool saw a nearly 14 percent increase in productivity, with 35 percent improvements for the lowest skilled and least experienced workers, and zero or small negative effects on the most experienced/most able workers. The AI tool offered potential responses to customer queries, and agents could choose to take those suggestions or ignore them and enter their own responses. The tool helped newer and lower skilled workers adopt the skills and behavior of more experienced workers more quickly, and customers were more likely to express positive sentiments when interacting with agents using AI assistance.
3 years ago•Source: National Bureau of Economic Research
