The integration of artificial intelligence (AI) tools stands as a transformative catalyst, revolutionizing how employees engage with their work and facilitating accelerated learning curves. But the introduction of AI into the workforce requires a thoughtful and staggered approach to ensure a seamless transition and optimal results. How do these tools actually impact work processes?
A study from National Bureau of Economic Research, USA examined the effects of generative AI-based conversational assistant using data from 5,179 customer support agents. In their findings were a 13.8% increase in issues resolved per hour by customer support agents, including a 35% improvement for low-skilled and novice workers. The same metrics also showed minimal impact on experienced and highly-skilled workers.
Contact Centres Already See Benefits of AI
According to a recent study by the National Bureau of Economic Research, conversational AI tools are providing a crucial boost for contact centre agents, especially less experienced ones.
The study analysed data from a group of 5,179 contact centre agents.
The results are impressive: a 35% increase in issues resolved per hour for novice agents and a nearly 14% jump overall. More experienced agents saw a less pronounced, albeit positive, effect. Meanwhile, customer satisfaction is rising thanks to more positive interactions. It’s a classic win-win.
Accelerating Learning Curves
What’s more intriguing is the journey of the least experienced agents, who, with AI, witnessed the most significant uptick in their resolution rates.
Generative AI catalysed this by emulating the best practices of highly-skilled members, effectively democratising knowledge and expertise when it provides further recommendations to the rest of the team. This evolution wasn’t just beneficial for productivity; it also started a positive feedback loop that could propel continuous improvement.
Improving Overall Sentiments
Yet, an increase in productivity metrics isn’t the sole barometer of success. The true gauge is the human experience, both for the customer and the employee.
Agents on the frontline face a lot of customers express their frustrations. Thanks to AI-fortified recommendations, contact agents are much more likely to double down on more empathetic responses, significantly improving their social awareness. This, in turn, led to happier customers and a reduction in the frequency of escalated calls.
Tread Carefully, But Don’t Wait
The advent of generative AI tools is a significant milestone in workforce management and the professional growth. These tools could eventually offer substantial benefits – they improve productivity, improve the customer experience, and foster a culture of relentless learning and development in the organisation.
Organizations can fully leverage the potential of AI, unlocking new dimensions of employee performance and setting the stage for sustained success in the ever-evolving business landscape.
But AI tools not only lead to quick gains in productivity. Managers must provide ongoing training and support just to keep up with the speed of improvement of the AI systems themselves, to avoid locking themselves out of AI’s potential.
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