OpenAI’s GPT, the large language model on which ChatGPT is built, increased productivity among Philippine contact center agents by 13.8% on average as measured by the number of customer issues they were able to resolve per hour. EyeOnAI READ:
MANILA, Philippines – OpenAI’s GPT, the large language model on which ChatGPT is built, increased productivity among Philippine contact center agents by 13.8% on average as measured by the number of customer issues they were able to resolve per hour. was conducted by researchers from the Stanford Digital Economy Laboratory, and the MIT Sloan School of Management, and published by US nonprofit research organization, the National Bureau of Economic Research in April 2023.
The researchers said that, to their knowledge, this is “the first study of the impact of generative AI when deployed at scale in the workplace” and noted that customer service sector has one of the highest adoption rates of AI technologies. The 13.8% increase in productivity was observed in three components:Agents were able to increase the number of chats they were able to handle per hour;
The research team also categorized agents by skill level “based on their average call efficiency, resolution rate, and surveyed customer satisfaction in the quarter prior to the adoption of the AI system.” Those in the lowest tier showed the greatest improvement in productivity at 35%.
“This suggests that an AI system may be able to more effectively share knowledge across workers both because it may capture tacit knowledge that was previously difficult for managers to articulate and because it can provide more real-time recommendations than a busy manager,” the researchers wrote. For example, more effective technical support could accelerate the trend towards contact center agents taking on more complex customer responsibilities, increasing aggregate demand even if agents become more productive.”
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