[simonw]

"The co-authors found that contact center agents with access to a conversational assistant saw a 14% boost in productivity, with the largest gains impacting new or low-skilled workers. In other words, the workers were upskilled, not replaced, thanks to the technology."

I don't think the paper matches the assertion made in the title of this article - it's talking about a very specific use-case for generative AI, which won't necessarily generalize to "in all cases, workers with less experience gain the most from these tools".