Among the conclusions is: "Consistent with this, we see that AI assistance leads to substantial improvements in problem resolution and customer satisfaction fo

Among the conclusions is: "Consistent with this, we see that AI assistance leads to substantial improvements in problem resolution and customer satisfaction for newer- and less-skilled workers, but does not help the highest-skilled or most-experienced workers on these measures." Seems sensible enough. Though, the setting in the paper seems quite limited for making any broader generalizations; their measure of "productivity is resolutions per hour (RPH), the number of chats that a worker is able to successfully resolve per hour."