A groundbreaking real-world trial explored how 'generative' artificial intelligence can be used to improve customer service.
Notably, human support agents reported resolving more customer queries per hour when aided by a custom-built tool powered by OpenAI's GPT technology.
"There was less churn once they used this tool because it seemed workers were happier and enjoyed the job more," he told CBS MoneyWatch."We wondered if it would push them harder, but it seems to be something workers liked. Customers were happier and I'm guessing as a call center operator, it's more enjoyable to interact with happy customers.
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