In 2020, 5,000 customer service agents mostly based in the Philippines became guinea pigs in an experiment testing a question that by 2023 would feel urgent: Can an AI assistant based on OpenAI’s text-generation technology make workers more productive?
The automated helper offered agents suggested responses to small-business owners seeking tech support. The bot had been trained on previous customer chats, with a special emphasis on answers from top performers. And sure enough, when MIT and Stanford researchers analyzed the results, the AI tool had boosted the support team’s productivity by 14 percent.
When the National Bureau for Economic Research, a nonprofit, published those results in late April, they were quickly seized upon
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