Study Shows ChatGPT Adoption May Reduce Turnover Rates and Improve Job Performance
According to a recent study, AI has the ability to streamline jobs rather than replace them in particular scenarios.
The growing popularity of generative AI tools such as ChatGPT, Midjourney, and Dall-E has raised concerns among workers and companies regarding their adoption. While some organizations have chosen to ban these tools, others have successfully integrated them into their workflows.
Although the overall impact of AI technology adoption on companies is yet to be determined, there is a reported instance where incorporating such tools has delivered positive results.
As reported by NPR, MIT and Stanford researchers have recently conducted an empirical study on the economic impacts of new AI systems. The study examined the effects of integrating an interactive AI chatbot, specifically a version of ChatGPT, into the workflows of an unnamed Fortune 500 company and its employees, precisely IT support workers.
To assist customers with software issues, the IT support workers engaged with them through an online chat while simultaneously having the chatbot open in another window. If the workers needed help answering a question, they could input it into the chatbot and use its response to address the customer's problem.
Trained on highly-rated support call conversations within the company, the chatbot could provide workers with effective solutions and specific phrases to help customers. This, according to the researchers' report, enabled workers, regardless of their IT experience level, to respond to customer inquiries quickly and efficiently, much like their more experienced counterparts.
The report suggests that AI recommendations have the potential to improve the communication skills of low-skilled workers. The study also found that new workers could manage more calls per hour while delivering satisfactory customer responses. Additionally, there was a notable decrease in requests to "speak to a manager."
In contrast, experienced and highly skilled employees found the chatbot tool to be less useful because the AI's training data consisted of their conversations, and they were already familiar with the answers.
Overall, the study demonstrated that during the experiment, both performance and employee retention in the company improved, which was a considerable advantage for the firm, particularly given the job's high annual turnover rate of over 60%.
According to the report's findings, AI has the potential to simplify jobs rather than replace them in certain scenarios. Nevertheless, as NPR highlights, AI tools could "de-skill" some jobs, even if they do not replace workers, which might result in lower wages since previous expertise may no longer be required.
You can find the researchers' report here and NPR's article here. Also, don't forget to join our 80 Level Talent platform and our Telegram channel, follow us on Instagram and Twitter, where we share breakdowns, the latest news, awesome artworks, and more.
