Diverse customer service team using AI interfaces to improve productivity.

Unlock Your Potential: How AI is Reshaping the Modern Workplace

Rhea Morgan in Tech & Innovation December 2025 • 3 min read.

"Discover how generative AI is boosting productivity, fostering skills, and changing the experience of work for customer service professionals and beyond."

The rise of generative artificial intelligence (AI) has captured widespread attention, but its real-world economic effects are only beginning to be understood. While generative AI tools have demonstrated impressive capabilities in controlled environments, questions remain about their effectiveness in dynamic and complex workplace settings. Concerns exist regarding potential challenges like unfamiliar problems, organizational hurdles, and the risk of misleading information.

A recent study delves into the impact of a generative AI tool providing conversational guidance to customer support agents. This research offers significant insights into how generative AI is being deployed and experienced in the workplace, examining its effect on productivity, skill development, and overall job satisfaction.

This article distills the key findings of that study, exploring the ways in which AI assistance increases worker productivity, reduces learning curves, and fosters more positive customer interactions. We'll uncover how these changes affect the daily lives of customer service agents and what these findings may suggest for the future of work.

AI-Powered Productivity: A Boost for Customer Support

Diverse customer service team using AI interfaces to improve productivity.

The research indicates that access to AI assistance leads to a substantial increase in worker productivity, with agents resolving approximately 15% more customer issues per hour. This boost is attributed to several factors, including a reduction in the average time required to handle each customer interaction, and an increase in multitasking proficiency.

Interestingly, the benefits of AI assistance are not evenly distributed. Less experienced and lower-skilled workers experience the most significant gains, with some seeing productivity increases of up to 30%. Access to AI tools appears to accelerate their learning and development, allowing them to resolve issues more efficiently and effectively.

Faster resolution times: AI helps agents quickly identify solutions.
Improved multitasking: Agents handle multiple chats simultaneously with greater ease.
Skill development: Newer agents move up the experience curve faster.

In contrast, more experienced and highly skilled workers see smaller improvements in productivity, and in some cases, a slight decline in the quality of their customer interactions. This suggests that AI assistance may be most valuable for augmenting the capabilities of less experienced workers, while potentially hindering the creativity and problem-solving skills of top performers.

Navigating the Future of Work with AI

While this research provides valuable insights into the impact of generative AI on the workplace, it also raises important questions about the future of work, the importance of balancing automation with human creativity, and the need for ongoing investment in employee training and development.

About this Article -

This article was crafted using a human-AI hybrid and collaborative approach. AI assisted our team with initial drafting, research insights, identifying key questions, and image generation. Our human editors guided topic selection, defined the angle, structured the content, ensured factual accuracy and relevance, refined the tone, and conducted thorough editing to deliver helpful, high-quality information.See our About page for more information.

Everything You Need To Know

How does generative AI specifically boost the productivity of customer support agents, according to the study?

The study indicates that agents experience a productivity increase by resolving approximately 15% more customer issues per hour with access to generative AI assistance. This is achieved through faster resolution times, which allows agents to identify solutions more quickly, and improved multitasking capabilities. The AI assistance enables agents to handle multiple customer chats concurrently more efficiently. Specifically, the study highlights that agents can handle multiple chats simultaneously with greater ease, contributing to overall productivity gains.

What are the key benefits of generative AI for less experienced customer support agents, and how does it affect their skill development?

Less experienced and lower-skilled workers experience the most significant gains from generative AI assistance. They can see productivity increases of up to 30%. The AI tools accelerate their learning and development by enabling them to resolve issues more efficiently and effectively. This helps these agents to move up the experience curve faster by providing quick access to solutions and enabling them to handle complex customer interactions. This contrasts with the experience of highly skilled workers.

Are there any downsides or challenges associated with implementing generative AI in the workplace, as suggested by the research?

Yes, while the research highlights the benefits of generative AI, there are also potential challenges. The research hints at the risk of misleading information, and the need to balance automation with human creativity. The study also notes that more experienced and highly skilled workers may see smaller improvements in productivity and, in some cases, a slight decline in the quality of their customer interactions. This indicates that the effectiveness of generative AI may vary depending on the skill level of the employees.

How does the study's findings on AI assistance influence our understanding of the future of work, particularly in customer service?

The study emphasizes the importance of balancing automation with human creativity and the need for ongoing investment in employee training and development. The research indicates that AI assistance can significantly augment the capabilities of less experienced workers, changing the daily lives of customer service agents. For the future of work, it suggests a shift in how customer support teams are structured, and that the roles and responsibilities of customer support agents will need to be adapted to include using AI tools.

What specific factors contribute to the increased productivity seen by customer support agents using generative AI?

Several factors contribute to the increased productivity. Agents benefit from faster resolution times, allowing them to identify solutions more quickly. The AI tools improve multitasking proficiency, enabling agents to handle multiple customer chats simultaneously with greater ease. This leads to a reduction in the average time required to handle each customer interaction. Moreover, the AI tools seem to accelerate skill development, particularly for newer agents, who can resolve issues more efficiently.