Evidence and limits
Finding: AI assistance increased issues resolved per hour by about 15% on average, with larger gains for less experienced and lower-skilled workers. The highest-skilled group saw smaller gains and some quality decline.
Impact: Strengthen expertise-sensitive baselines and distributional reporting. Reject one average productivity effect as a routing rule.
Boundary: One support setting with a purpose-built assistant does not establish transfer to open-ended work. Next: when does AI diffuse expert practice without flattening expert judgment?
Flags: selection and rollout confounding; support-work domain
Record State: Catalog review recorded; not a performance endorsement
What was reviewed: Structure and relevance screened; not a full evaluation