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FYI: The actual study may not quite say what this article is suggesting. Unless I'm missing something, the study seems to focus on employee use of chat-based assistants, not on company-wide use of AI workflow solutions. The answers come from interviewing the employees themselves. There is an analysis of impacts on the labor market, but that is likely flawed if the companies are segmented based on employee use of chat assistants versus company-wide deployment of AI technology.

In other words, this more likely answers the question "If customer support agents all use ChatGPT or some in-house equivalent, does the company need fewer customer support agents?" than it answers the question "If we deploy an AI agent for customers to interact with, can it reduce the volume of inquiries that make it to our customer service team and, thus, require fewer agents?"




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