Generative AI Systems Boost Productivity and Retention, Says Study

dcblogs shares a report from TechTarget: A National Bureau of Economic Research study found that generative AI boosts productivity by 14%, reduces stress, and increases employee retention in customer support roles. The workers who gained the most from this automation were newer and less experienced. Customer support is a stressful job. "A key part of agents' jobs is to absorb customer frustrations while restraining one's own emotional reaction," the paper noted. But generative AI can act as an aide, using the customer's chats as input and providing suggestions for empathetic responses and problem-solving in real-time. The study found that generative AI reduced the likelihood of customers wanting to escalate issues to a supervisor. But it's just one study, caution analyst. David Creelman, CEO of Creelman Research in Toronto, cautioned against putting too much weight on one study. "It's too soon to start making conclusions about where this will have an impact and how big that impact will be," he said.

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