OpenAI tech increased productivity of Philippine contact center agents by 13.8% – studyThe AI assistant was gradually deployed among the workers, with the majority of the deployment coming in between November 2020 and February 2021. The AI assistant “monitors customer chats and provides agents with real-time suggestions for how to respond” and is “designed to augment agents, who remain responsible for the conversation and are free to ignore its suggestions.”
The researchers said that, to their knowledge, this is “the first study of the impact of generative AI when deployed at scale in the workplace” and noted that customer service sector has one of the highest adoption rates of AI technologies.
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April 29th, 2023 07:54 PM #34Last edited by Monseratto; April 29th, 2023 at 07:56 PM.
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