Fact of the Week: Customer Support Agents Using an AI GPT Tool Saw a Nearly 14 Percent Increase in Productivity
Source: Erik Brynjolfsson, Danielle Li, and Lindsey R. Raymond, “Measuring the Productivity Impact of Generative AI" (working paper, National Bureau of Economic Research, June 2023).
Commentary: In a recent paper for the National Bureau of Economic Research (NBER Working Paper 31161), Eric Brynjolfsson et.al. used call data from roughly 5000 agents working for a Fortune 500 software company to track various measures of customer support interactions as the company introduced an AI GPT tool. They found that customer support agents using the AI tool to guide their conversations saw a nearly 14 percent increase in productivity with 38 percent improvements in the lowest skilled and least experienced workers. Customer support agents utilizing the AI tool increased the number of customer issues resolved per hour by 13.8 percent.
The researchers also noticed that customers were more likely to express positive sentiments and less likely to request help from a supervisor when the AI tool is utilized.