Brynjolfsson, Li and Raymond · 2025
Novices gained most from AI help
An AI assistant raised issues resolved per hour by 14% across 5,179 support agents, and by 34% for novices, with minimal change for experts. 4
One kind of work. Only the abstract page was read.
Source page partly read
Full detail
A study of 5,179 customer support agents (Brynjolfsson, Li and Raymond; published in the Quarterly Journal of Economics, 2025) found an AI assistant raised issues resolved per hour by 14% on average, "including a 34% improvement for novice and low-skilled workers but with minimal impact on experienced and highly skilled workers."
Only the abstract page was read. It covers one kind of work, and the tool was introduced in stages rather than in a lab trial.
Strength: Strong for this setting