AI boosted customer service workers' productivity 14%

Artificial intelligence tools helped customer service workers boost productivity by 14 percent, according to new research from Stanford and MIT. Researchers followed more than 5,000 customer support agents at a Fortune 500 company. Over the course of a year, agents who used AI tools to create conversational scripts improved the number of problems they solved per hour by an average of 14 percent. "Novice and low-skilled workers" got work done 35 percent faster.

Customer service agents with two months of experience who used AI performed as well or better than agents with more than six months’ experience without using AI.