This post is also available in:
עברית (Hebrew)
Artificial intelligence (AI) has shown great potential in enhancing productivity, particularly for workers with less experience, according to a study by MIT and Stanford University. The research, which looked at over 5,000 customer service agents, found that AI-powered tools can significantly improve the performance of customer support teams.
The study focused on a new AI chat assistant implemented at a Fortune 500 company selling business process software. Results indicated that customer service agents using the AI assistant managed to resolve 15% more chats per hour on average.
The most significant improvements were seen among less experienced workers. For agents who had been in their role for just two months, the AI assistant helped them perform at the same level as more seasoned employees with six months or more of experience. These agents experienced a 30% increase in the number of issues resolved per hour.
However, the benefits of the AI assistant were less pronounced for more experienced agents. In fact, the AI tool had little to no effect on their productivity, and it even led to a slight dip in the quality of their conversations. This suggests that while AI can be a game-changer for those still learning the ropes, more experienced agents may not gain as much from it.
In addition to productivity gains, the study found that the AI assistant also played a role in improving employee skills. It helped workers, especially those from international backgrounds, improve their English fluency and communication skills, enhancing overall customer interactions. Furthermore, customers were less likely to challenge the competence of agents or request a supervisor when AI assistance was used.
This research highlights the potential for AI tools to transform customer service by boosting the efficiency of agents with varying levels of experience, while also benefiting customer satisfaction.
