That's mostly how I interpreted it as well: > "Customer support agents using an AI tool to guide their conversations saw a nearly 14 percent increase in [over

That's mostly how I interpreted it as well: > "Customer support agents using an AI tool to guide their conversations saw a nearly 14 percent increase in [overall] productivity, with 35 percent improvements for the lowest skilled and least experienced workers, and zero or small negative effects on the most experienced/most able workers... [out of] 5,000 agents working for a Fortune 500 software company." AI quality is somewhere in the middle between highly skilled and neophyte (at present anyway).