New Delhi, Feb. 4 -- A company selling its wares to a wide variety of customers decides to introduce its customer-support staff to a new support tool based on generative artificial intelligence (GenAI). The employees manning the phone lines or responding to customer complaints over computers now have a new type of assistant to help them in their jobs.

The productivity of these employees is measured by how many complaints get resolved in an hour. The GenAI tool helped increase employee productivity through three effects: a reduction in the time an employee now spends on each customer query, an increase in the number of chats an employee handles every hour, and a higher success rate of cases that are resolved to the satisfaction of callers...