Frontline employees who use artificial intelligence at work experience significantly less burnout than those who don’t, according to new research from UKG.
The global HR and workforce management platform found that while overall burnout among in-person, frontline workers has remained steady at 76% since 2024, those who use AI report much lower burnout rates — 41% compared to 54% among non-users.
The study, conducted with Workplace Intelligence, surveyed 8,200 frontline workers across 10 countries.
It found major regional differences in AI adoption: 84% of frontline workers in India use AI on the job, compared to just 28% in the U.S. and 27% in Canada. Mexico (52%) and Australia (39%) followed as leading adopters.
By industry, AI use was most common in professional services (38%), followed by retail, hospitality and food service (33%), public sector (33%), distribution and logistics (32%), and healthcare (27%).
Overall, 43% of frontline workers said they feel optimistic about AI. Many are comfortable using it for HR and administrative tasks such as verifying paychecks (78%), approving time off (71%), and creating performance evaluations (71%).
Three-quarters said they would trust AI to help identify new roles or develop career paths within their organisation.
“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, VP of AI at UKG.
“When AI is deployed with a people-first focus, it doesn’t feel like you’re using technology – it feels like you’re solving problems.”
Despite the positive outcomes, the report also highlights growing anxiety around AI’s impact on job security. Nearly two-thirds (65%) of frontline workers fear colleagues skilled in AI could replace them, and many are working extra hours or taking on additional projects to demonstrate their value.
One in three said they would consider quitting if forced to use AI tools that “don’t make sense,” while a quarter reported losing trust in their employer over fears of being replaced by automation.
Dan Schawbel, managing partner at Workplace Intelligence added: “AI can be a powerful tool for preventing burnout at work, yet our study reveals the trepidation around AI could cause an already-stretched workforce to log even more hours.
“Leaders need to communicate more openly about how AI is being used and provide better training to help employees adapt with confidence.”
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