) report that when a Fortune 500 enterprise company slowly implemented a customized version of ChatGPT to assist its IT support workers in late 2020/early 2021, not only did performance improve, but so did employee retention. And with a job that reports an over 60% turnover rate every year, it was a massive boon for the company.
The process involved the representative interacting with the customer through an online chat in one window with the chatbot open in another. When a customer required help with software issues, the representative could feed the chatbot the question and use its output to troubleshoot the problem. "At a technical level, customer support is well-suited for current generative AI tools," reads the report."From an AI’s perspective, customer-agent conversations can be thought of as a series of pattern-matching problems in which one is looking for an optimal sequence of actions."
The chatbot was trained on the company's highly-rated support call conversations and could feed workers solutions and specific phrases that had worked in the past for more experienced employees. In theory, then, individuals with little to no IT experience could respond to customer inquiries as quickly and effectively as those with years of experience.
According to the report, there is"suggestive evidence that AI recommendations can make low-skilled workers communicate more like high-skilled workers." New workers could handle more calls per hour while providing more satisfactory customer responses. The study also reported that there was a decrease in requests to"speak to a manager," which is a dreaded phrase in any customer-facing environment.