The study is about an AI support system (a "recent version of GPT", sources link to GPT4, finetuned on internal company data) supporting customer support agents at a software company that provides business process software. It increses productivity (measured in number of chats resolved by employee) by 13.8%, the lower the performance before, the higher the impact. The performance increase is mostly based on being able to handle more chats in parallel and handling each chat quicker. For reference, an agent resolved about 2.12 chats/h before and this increaded by 0.47 chats/h (I was surprised that it's "only" 2.12 chats/h).
Interestingly but also not surprising this increase in productivity at the lower end is atypical for tech innovation which tended to favour the higher end positions before. However, this type of customer support seems like a good candidate that will get automated away completely. It seems like the rollout can be in phases, it already increases productitivty as a support system. First, the productivity will be uplifted to a certain level for all workers where the skill difference matters less and less and finally the work will be done completely by AI.
Interestingly but also not surprising this increase in productivity at the lower end is atypical for tech innovation which tended to favour the higher end positions before. However, this type of customer support seems like a good candidate that will get automated away completely. It seems like the rollout can be in phases, it already increases productitivty as a support system. First, the productivity will be uplifted to a certain level for all workers where the skill difference matters less and less and finally the work will be done completely by AI.