It is fascinating how far the article is away from the paper. This all looks set up just to market something. First of all, the paper only provides suggestive(!) evidence that customer support agents(!) work faster and better if AI is writing the text instead of them (what a breakthrough). The researchers seem to be affiliated with "Fortune 500 enterprise software company that provides AI-based customer service support software" and half of the paper is describing what is AI and how it helps.