Can the same AI tool help beginners more than experts?
An AI assistant may offer a beginner guidance an experienced worker already knows. A customer-support study published in 2025 found different gains across workers, making the average productivity increase only part of the story.
Questions you could explore
- Would faster replies, resolved problems, and customer satisfaction necessarily tell the same story?
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- Brynjolfsson, Li, and Raymond / Quarterly Journal of EconomicsGenerative AI at Work
The published study examines 5,172 customer-support agents and compares outcomes by experience and prior performance. It also explains how the rollout was analyzed.
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