Generative AI significantly improves customer service productivity, cutting onboarding time in half

News on April 25, according to the latest report [PDF] released by the National Bureau of Economic Research (NBER), Generative artificial intelligence can be effective Improving employee productivity has the most obvious impact on employees in customer service departments.

The NBER report mainly investigated a Fortune 500 software company, and 5,000 customer service staff used a large-scale Generative Pre-trained Transformer (GPT) based on Open AI. The latest version of Language Models (LLM) builds tools to assist them in fulfilling their responsibilities.

#LLM monitors customer chats in real time and provides agents with suggestions on how to respond. According to the paper, this enables agents to respond faster, answer more chats per hour, and resolve chat issues more successfully.

The metric used in the report is the number of customer issues solved per hour, and found that generative AI can make employees more productive by an average of 14%.

# IT House quoted the report as saying that generative artificial intelligence has greatly shortened the time for customer service to get started, Employees who have worked with artificial intelligence for 2 months, performs as well as employees who have worked for 6 months but have not used artificial intelligence.

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