Workers are unsure how much work AI should handle, study reveals

Workers Are Embracing AI, But Are They Ready to Trust It Fully?

Artificial intelligence (AI) is no longer a futuristic concept; it’s here, and it’s transforming workplaces across the globe. But while many employees are excited about the potential of AI, a new study reveals a lingering hesitation when it comes to trusting the technology with tasks that require a human touch. The findings, based on a survey of over 4,000 employees conducted by Freshworks, paint a complex picture of how AI is being adopted in the workplace and where its limitations lie.

AI Adoption: A Growing Trend

According to the Freshworks study, workers are increasingly incorporating AI into their daily routines. A quarter of respondents reported using AI every day, while nearly half (46%) said they use it a few times per week. This growing reliance on AI tools highlights the technology’s ability to streamline routine tasks and improve efficiency.

Interestingly, the survey also found that 52% of employees consider themselves knowledgeable or even expert-level users of AI. This places them second only to German workers in terms of AI proficiency. The UK, in particular, is leading the charge in AI adoption across Europe, with 60% of employees expressing confidence in using the technology. This is significantly higher than the confidence levels reported in Germany (45%) and France (42%).

Workers Are Concerned About AI’s Interpersonal Skills

Despite the enthusiasm for AI, many workers remain cautious about its role in human-centric tasks. Customer service employees, for example, expressed reluctance to let AI handle direct interactions with customers. They argued that one-to-one interactions require empathy, understanding, and a human touch—qualities that AI, at least for now, cannot replicate.

There are also specific areas where employees believe AI falls short. Tasks like resolving workplace conflicts, addressing employee concerns, and brainstorming creative ideas are seen as domains where human input is irreplaceable. These findings suggest that while AI is a powerful tool, it’s not a one-size-fits-all solution for every workplace challenge.

AI Is Improving, But Challenges Remain

Despite these concerns, the study indicates that AI is steadily improving. Over half (53%) of respondents noted that AI has shown better understanding in its applications, while 48% reported noticeable value boosts from using the technology. These improvements are encouraging, but they also highlight the need for ongoing development to address AI’s current limitations.

Looking ahead, the survey found that nearly two-thirds (63%) of UK businesses are planning to invest in employee upskilling for AI by 2025. This reflects a growing recognition of the importance of AI skills in the modern workplace. In fact, 52% of respondents identified AI proficiency as a must-have skill for career advancement and promotions.

The UK’s Unique Position

While the UK is leading in AI adoption, it also stands out as the least comfortable with delegating interpersonal tasks to AI. This paradox underscores the complex relationship between workers and AI. On one hand, there’s a clear enthusiasm for the technology’s potential. On the other hand, there’s a reluctance to let it take over tasks that require emotional intelligence and human judgment.

This cautious approach may actually be a strength. By carefully considering where AI can and cannot be applied, UK businesses are better positioned to leverage the technology effectively while minimizing risks.

Key Takeaways

• AI adoption is growing, with many workers using it daily or weekly.
• Over half of employees feel confident in their AI skills, with the UK leading in adoption across Europe.
• Workers are hesitant to trust AI with tasks that require empathy and human interaction.
• AI is improving, with noticeable gains in understanding and value.
• UK businesses are investing in AI upskilling, recognizing its importance for career growth.

What’s Next for AI in the Workplace?

The Freshworks study highlights both the opportunities and challenges of integrating AI into the workplace. While there’s no doubt that AI can enhance productivity and efficiency, it’s clear that it’s not a replacement for human skills in every area. As businesses continue to adopt AI, the focus should be on finding the right balance—leveraging the technology where it excels while preserving the human touch where it’s most needed.

Ultimately, the future of AI in the workplace will depend on how well businesses and employees can navigate this balance. With ongoing improvements in AI technology and a commitment to upskilling, the potential for positive change is enormous. But as the study shows, there’s still work to be done to ensure that AI is used responsibly and effectively.