AI technology is increasingly used beyond office environments, reaching frontline sectors such as healthcare, retail, hospitality, and food services. However, many frontline employees remain uninformed or unaware about AI’s integration in their workplaces. A Deputy survey of 1,500 frontline workers across the U.S., U.K., and Australia revealed that nearly half of workplaces utilize AI, but only a quarter of workers regularly engage with it, and 10% don’t even know if AI is in use. This lack of transparency extends to communication, with only 17% of workers feeling their employers are open about AI use, and just 15% consulted on new AI tools. Workers express a strong desire for communication and involvement regarding AI adoption, as clear information fosters trust and successful implementation. Despite communication issues, 96% of frontline workers report satisfaction with AI’s role in making tasks easier. Many even prefer increased AI support over perks like extra vacation or promotions. Yet, only 37% feel optimistic about AI’s future at work, possibly due to poor introduction and lack of employee inclusion, leading to resistance rather than acceptance.
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