Frontline employees who use artificial intelligence on the job are less likely to report feeling burned out, according to a new global study that surveyed 8,200 frontliners across 10 countries.
The research, released this month by HR software firm UKG, found that only 41% of frontline workers who use AI reported experiencing burnout. That’s compared with 54% of those not using the technology. The findings offer a potential path forward for organizations struggling with persistently high burnout rates—76% overall—among their frontline workforce.
More than one in three of these workers report that they are currently using AI in their roles, the study found. Frontline employees, who must be physically present to do their jobs, make up nearly 80% of the global workforce.
The fear factor for frontline workers
Despite burnout-busting evidence, anxiety about AI runs high among frontline employees, according to the study. Two-thirds of workers worry that AI could replace them entirely, and one in five expects their job to be wiped out within five years. The fear runs even deeper than job elimination. Almost two out of three employees wonder if colleagues skilled in AI could take their jobs, suggesting workers view fellow employees as a greater threat than the technology itself.
“The irony is, if done the right way, AI can empower people to be more human and do what they were meant to do,” said Corey Spencer, vice president of AI at UKG, in a release. The study indicates, he said, that work needs to be done to “better educate, train and explain the ‘why’ behind AI uses on the frontline.”
More nuggets from the study: One in four frontline workers said AI has already replaced part of their job, and nearly half said they are taking steps to prove their worth by learning new skills, taking on extra projects and working long hours or additional shifts.
The vast majority of respondents (85%) say replacing the frontline workforce with AI would be a “huge mistake.”
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Where AI adoption is strong
Other findings show AI adoption varies by country. Frontline workers in India lead globally, with 84% reporting they use AI at work. This is followed by Mexico (52%) and Australia (39%). Usage lags in North America, with only 28% of U.S. workers and 27% of Canadian workers reporting AI use.
By industry, professional services workers show the highest adoption at 38%, followed by retail, hospitality and food service employees (33%). Healthcare workers report the lowest usage at 27%.
Despite their fears, 78% of respondents say they would be comfortable using AI for HR processes. The top tasks frontline workers would trust AI to handle include searching company handbooks and summarizing policies, recommending work schedules, and helping them understand benefits. Three in four would also trust AI to develop career paths, recommend new roles, verify paychecks, approve time off and find shift coverage.
The path forward for HR leaders
People leaders have a chance to guide their teams with clarity, Suresh Vittal, chief product officer at UKG, told HR Executive. By doing so, employees can see AI as a partner instead of a threat.
“AI has the power to unlock the best qualities of frontline work, like personal connection with customers and creativity to solve strategic problems,” Vittal says. “It can handle the menial so people can focus on the meaningful.”
He recommended that organizations implement training and upskilling programs as part of their AI strategies. This approach may alleviate fears about being left behind. However, there is a warning: One-third of frontline workers surveyed stated they would quit if required to use AI in ways that don’t make sense to them. This elevates the importance of thoughtful implementation.
Dan Schawbel, managing partner at research agency Workplace Intelligence, which partnered on the study, warned that AI anxiety could drive depleted workers to log even more hours to impress their bosses. That scenario isn’t sustainable, according to Schawbel.
Leaders and managers must prepare to have conversations with their teams. Sharing the organization’s short- and long-term AI plans and providing more training on AI tools can help “calm the frontline workforce’s fears,” Schawbel wrote.
