Luo and colleagues examine how AI augments human employees in the context where an AI chatbot handles scripted lead-generation, freeing 40 telemarketing agents to focus on persuasion. Across 3,144 calls, AI-assisted teams answered 2.33 × more off-script questions and almost doubled credit-card conversions, with creativity fully facilitating the performance boost. Follow-up interviews show experts leverage the richer, more challenging interactions to create new sales scripts and enjoy higher morale, while beginners feel overwhelmed. The study reveals a skill-bias: AI amplifies creativity and performance for high-skill agents unless firms invest in upskilling and support for all staff.
When and How Artificial Intelligence Augments Employee Creativity
