As artificial intelligence adoption in the workplace accelerates, leaders are hoping that AI-driven solutions can transform operations, including in HR, where the tech is being eyed as a differentiator in the benefits space, among others. Yet, a recent survey revealed a significant AI optimism gap between employers and workers regarding AI’s workplace potential.

According to The Hartford’s Sixth Annual Future of Benefits report, while seven in 10 employers feel “more optimistic” about AI this year compared to last, just under three in 10 employees agree. Also, while nearly eight in 10 employers say AI is making them more efficient, just four in 10 employees feel the same.

The survey, which included feedback from more than 700 business leaders and 1,000 U.S. workers, also revealed that tension is particularly high when it comes to AI’s role in decision-making for benefits. While roughly 75% of employers trust AI for benefits recommendations, only 35% of employees surveyed agree.

Why is there an AI optimism gap for benefits decision-making?

Although technology continues to enhance the overall benefits experience in many instances, when it comes to completing certain benefits-related tasks, U.S. workers continue to prefer working with a person when:

• requesting a leave of absence: 58%, an increase from 53% in 2024;
• learning about benefits during open enrollment: 48%, an increase from 43% last year;
• selecting benefits during open enrollment: 47%, an increase from 42% in 2024.

Reducing the hesitation

Despite the employee hesitation around AI for benefits decision-making, AI-driven solutions have emerged as potential game-changers in this area, says Mike Fish, head of employee benefits at The Hartford. In particular, the tech is proving effective at providing personalized benefit recommendations and streamlining decision-making, he says.

To address the differing perspectives between leaders and employees about AI for benefits, Fish says, HR must be transparent and ensure that digital enhancements feel intuitive, reliable and truly beneficial to employees.

“Employers have an opportunity to be proactive in educating and engaging their employees to ensure they have access to the necessary resources and feel confident using them,” Fish said. This requires a strategic shift—moving beyond enrollment periods to adopting a year-round approach to benefits support that involves communication, personalized guidance and digital tools that enhance accessibility.

HR can also encourage employers to offer training and development opportunities, which could allow workers to be more comfortable with using technology, especially AI, to make benefits decisions.

“In addition, providing a supportive environment for workers to acquire new skills will enhance their productivity and foster loyalty,” Fish adds.