NEW YORK – Customer service workers at a Fortune 500 software firm who were given access to generative artificial intelligence tools became 14 per cent more productive on average than those who were not, with the least-skilled workers reaping the most benefit.
The results of some of these earlier experiments showed the potential, at times surprising, of large-language models in the workplace, said Mr Erik Brynjolfsson, director of the Digital Economy Lab at the Stanford Institute for Human-Centred AI. But until the tools are tested in the real world, he said, their impact remains mostly speculative.
The name of the company, which specialises in enterprise software for small and medium-sized US businesses, was not disclosed in the report.One of the study’s findings was that novice workers benefited most from the tech, the researchers said. These findings run counter to the prevailing notion that automation tends to hurt low-skilled workers most, as has played out over the last several decades of technological advances in manufacturing and other industries.
Top customer service agents had Excel spreadsheets where they collected phrases that they used often and that worked well, MIT’s Ms Raymond said. “Successful companies will have incentive and reward systems that recognise that these top performers – whether or not their performance with any given customer is demonstrably better than the less-skilled workers – create knowledge that the whole organisation depends on,” he said.
Source: Tech Daily Report (techdailyreport.net)
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