Give AI assistants to your newest support agents first
Updated: 18 hours ago
AI can give the skills of your best people to your newest people.
The study. Economists from Stanford and MIT studied 5,179 customer support agents at a large software company. The company gave an AI chat assistant to agents at different times.
The finding. The AI assistant increased the number of problems that agents solved per hour by 14% on average. New and less skilled agents improved by 34%. The most skilled agents improved very little. Customers were also more polite. Fewer agents left the company.
Why it matters. The AI learned from the conversations of the best agents. Thus, it gave their good habits to new agents. This makes training faster. It can also make the quality of customer service more equal.
The takeaway. Give AI assistants to new staff first. Use the habits of your best staff to train the AI.
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