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.