Who Really Benefits from Workplace Technology?

From AI to remote work, digital tools are reshaping workplace dynamics in unexpected ways

We often assume workplace technology benefits the highest performers who can best use new tools to extend their lead over everyone else. But a comprehensive review of workplace technology research, detailed in a forthcoming handbook chapter by Hoffman, Stanton, and others, reveals a surprising pattern: many workplace technologies actually help lower-performing workers the most, potentially reducing rather than amplifying workplace inequality.

Let's start with what we know. Early research on generative AI's impact provides a fascinating twist on conventional wisdom. Rather than creating winner-take-all dynamics, AI appears to be an equalizer. A recent randomized controlled trial by Noy & Zhang found that giving workers access to generative AI for writing tasks decreased completion time by 40% while improving quality by 18%. The interesting part? The technology reduced variation between workers, lifting up those who previously struggled most.

This pattern shows up repeatedly. Brynjolfsson and colleagues studied AI-powered suggestion systems in contact centers and found they helped lower-performing agents far more than top performers. Workers in the bottom 20% of the pre-AI productivity distribution saw their output jump by 35%, while the highest performers saw no change. Both customer satisfaction and employee retention improved.

Here's another interesting, if not concerning, study. Dell'Acqua and fellow researchers at Boston Consulting Group examined how consultants use generative AI. They found that while AI boosted productivity for straightforward, analytical tasks, it actually hurt performance on complex assignments requiring multiple types of analysis. Consultants struggled to discern when the technology would help versus harm their work. As they put it, workers "fell asleep at the wheel" when using AI for inappropriate tasks.

The implications extend beyond AI. Emanuel and colleagues studied remote work's impact at a Fortune 500 company and found that when engineers worked remotely, senior staff became more productive while younger workers' career advancement suffered as learning opportunities dried up. The technology enabled flexibility but changed workplace dynamics in subtle yet important ways.

There's also fascinating evidence about how technology shapes labor markets more broadly. Studies by Stanton and Thomas show that while online gig work or consulting platforms create new opportunities for global talent, information problems persist – workers struggle to break in without established reputations, and employers face high costs evaluating candidates. The market design of these platforms turns out to be crucial for determining who benefits.

So what does this mean for the future of work? I'd suggest three key takeaways:

First, workplace technology appears to be an equalizer, particularly in analytical tasks. By helping lower-performing workers more than top performers, these tools raise the floor of workplace productivity and quality without necessarily lifting the ceiling. This is good news – it means technology can help organizations achieve more consistent quality and reduce costly variations in performance.

Second, technology's benefits aren't automatic or universal. The same tools that effectively standardize routine work might constrain excellence in tasks requiring creativity or novel problem-solving. Organizations need to be thoughtful about where standardization helps versus where it might limit creativity and innovation.

Finally, we need to pay attention to how technology affects learning and career development, especially for younger workers. While technology can effectively close performance gaps, it shouldn't come at the cost of developing our teams' skills and expertise. The convenience of remote work or AI assistance needs to be balanced against opportunities for mentorship and skill development.

The challenge isn't just about adopting new tools—it's about reshaping organizational practices to maximize their benefits while mitigating their drawbacks. These new studies prove a truth we've known for a long time: technology can be a powerful force, but only if we're thoughtful about how we implement it.