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Or they can keep the same level of employment and make their customers 14% happier

You almost made me laugh with that one. Companies do not optimize for customer happiness, they optimize for shareholder satisfaction.

Not to mention, that “14% higher productivity” headline translated to an under 2% increase in resolved issues.

There might be a positive correlation between these things depending on the business model :)

Unfortunately, they detected no difference in customer satisfaction:

>In Panel E, we see no discernible differences in surveyed customer satisfaction among pre- and post-AI groups