Is GenAI’s Impact on Productivity Overblown?
hbr.org
Consider recent research on the impact of generative AI in a call center environment, where a machine learning platform with an LLM interface was trained on chat and outcome data. The researchers looked at the average chat completion time to measure productivity and, on average, they saw a 14% impro
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- Consider recent research on the impact of generative AI in a call center environment, where a machine learning platform with an LLM interface was trained on chat and outcome data. The researchers looked at the average chat completion time to measure productivity and, on average, they saw a 14% improvement in chat completion time with the new tool
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