AI helps improve the working environment

The results revealed some key findings that, thanks to the AI ​​assistant, the number of conversations an employee could successfully resolve per hour increased by about 15%.

AI can not only help improve productivity but also improve the working environment, especially in the field of customer service - Photo: Unsplash/CC0 Public Domain

The survey highlights that AI can not only improve productivity but also improve the work environment in many areas, most evident in the customer service sector.

A study titled "Generative AI at Work" published in the Quarterly Journal of Economics found that employees, especially those in customer service, using artificial intelligence (AI) assistants will increase productivity and improve the work environment.

Researchers have analyzed the impact of AI on labor productivity and work experience in the customer service sector.

They tracked the use of AI chat tools by 5,172 customer support agents working at a Fortune 500 company that provides business process management software.

The results revealed some key findings, including that the AI ​​assistant increased the number of conversations an employee could successfully resolve per hour by about 15%. They also found that AI could aid employee learning and improve English language proficiency, especially for international employees.

However, AI has different impacts depending on the group of employees. Low-skilled and less experienced employees will see significant improvements in all aspects of productivity, including a 30% increase in the number of problems solved per hour.

AI also helps new employees master their jobs faster. For example, employees with only two months of experience who know how to use AI have the same performance as regular employees with more than six months of experience.

Meanwhile, the survey also found that AI did not seem to have much of an impact on the productivity of experienced workers. In fact, it sometimes caused a slight decrease in the quality of conversations among this group.

The study also found that AI improved the way customers treated employees, as demonstrated by the tone of their messages. Customers were also less skeptical of employees’ abilities and less likely to ask to speak to a manager than they had been before.

The impact of AI on life, work and industries is increasingly widespread and is indisputable. There have been concerns that with the rise of AI, many industries and even workers in many jobs will be threatened, even losing their jobs.

However, the benefits that AI brings cannot be denied. The above study shows that if we know how to take advantage of the development opportunities of technology and use AI reasonably and effectively in our work, the benefits can be measured and demonstrated by specific data.

So learning to live with AI, improving your own technological skills to be able to turn AI into a powerful tool to serve you, helping to increase labor productivity is not only advice but gradually becoming an inevitable trend for today's labor force.

Source: https://tuoitre.vn/ai-giup-cai-thien-moi-truong-lam-viec-20250214233521673.htm