AISilicon Canalsabout 4 hours ago
AI Copilot Narrows Skill Gap Among Call Agents
6 min read
A Stanford and MIT study analyzed 5,179 call-center agents using an AI chat assistant to resolve customer issues. Novice workers improved their output by approximately 34 percent while experienced staff saw minimal changes in performance metrics. The tool absorbed tacit knowledge from top performers within company records and distributed those techniques universally across the entire support team.
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