The report says generative AI increases customer service productivity by 14%, reducing start-up time from 6 months to 2 months

CTOnews.com, April 25, according to the latest report [PDF] released by the National Institute of Economics (NBER), generative artificial intelligence can effectively improve employee productivity, especially on customer service staff.

The NBER report focuses on a Fortune 500 software company where 5000 customer service providers use a tool built in the latest version of the Open AI-based generative pre-training Converter (GPT) large language Model (LLM) to help them perform their duties.

LLM monitors customer chats in real time and provides advice to agents on how to respond. According to the paper, this enables agents to respond more quickly, answer more chats every hour, and solve chat problems more successfully.

The measure used in the report is the number of customer problems that can be solved per hour, and it is found that generative artificial intelligence can increase employee productivity by an average of 14%.

CTOnews.com quoted the report as saying that generative artificial intelligence significantly reduced customer service time, and employees who worked with AI for two months performed as well as those who had worked for six months but did not use AI.