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The impact of Artificial Intelligence (AI) coaches on sales agents

Whether training employees or interacting with customers, firms today are using Artificial Intelligence (AI) more frequently because of AI’s improving data-driven capabilities.

Xueming Luo and Marco Qin investigate how AI coaches affect human performance—and the different caveats or drawbacks that come with it. In their experiment, they discovered an inverted U-shaped relationship between AI training and the impact on sales agents with the middle-ranked agents benefiting the most from the AI coaching.