at different skill levels.
The chat program, deployed at a software company, was meant to give customer representatives"real-time suggestions" on handling customer interactions. While it drove an average productivity increase of 14%, those gains were felt most by lower-skilled agents, the study found. "We observe that the AI model is trained on human-generated data in a setting where there is high variability in the abilities of individual agents," the study's authors wrote."As a result, when the model identifies patterns that distinguish successful from unsuccessful calls, it is implicitly learning the differences that characterize high- versus low-skill workers."
The study notes customer service as a particularly ripe area where companies are deploying artificial intelligence technology.
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