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Public Discussion - General Members

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How does generative AI fare with real-life tasks in the workplace?

A study from academics at MIT and Stanford has found that inexperienced workers benefit the most from using generative AI.

According to the study, contact center agents who were given access to a generative AI conversation tool saw a 14% increase in productivity.

Newbies and less experienced call center agents who used AI at work resolved 35% more customer chats per hour. They also spent less time on each chat, and their customers were less likely to request a manager or be transferred to other departments.

In contrast, the productivity of highly skilled and experienced workers remained largely unchanged.

The study emphasized that the AI was meant to augment, not replace, the workers, providing recommendations and relevant information to assist in their tasks.

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