https://aifaultline.com/authors/lindsey-raymond/New papers by Lindsey Raymond in the AI Fault Line guide, and news naming them. https://aifaultline.com/research/p/doi-10-1093-qje-qjae044/https://aifaultline.com/research/p/doi-10-1093-qje-qjae044/Tue, 04 Feb 2025 00:00:00 +0000Studying the staggered rollout of a generative AI assistant to 5,172 customer-support agents, finds it raised productivity (issues resolved per hour) by 15% on average, with the biggest gains for less experienced and lower-skilled workers, who saw both faster and higher-quality output; the most experienced agents saw little speed gain and slightly lower quality. Because the assistant appears to transfer top performers' know-how to novices, the paper is widely cited as evidence that generative AI can compress skill gaps within an occupation rather than simply replacing workers.