Frontline workers who use artificial intelligence tools in their daily roles report lower rates of burnout than those who do not, according to new international findings, but concerns over job security and increased workload remain a barrier to adoption.
The research, based on a 10-country survey of 8,200 frontline employees by HR platform UKG, found that among UK respondents using AI in their roles, just 36 percent reported feeling burned out. It compares with 59 percent among those not using AI, a difference that researchers said signals the technology’s potential to ease strain when implemented with care.
Across the UK frontline workforce, 77 percent of employees said they felt burned out at work. Among this group, nearly nine in ten said it had affected their productivity, and over three quarters admitted to making more mistakes as a result.
Despite the figures, only a third of UK frontline employees currently use AI tools to support their work. The technology is most common in retail and manufacturing, followed by financial services and logistics.
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Communication gaps slow adoption
The research also found that AI uptake is being held back by a lack of clear communication and persistent worker concerns. One in three frontline staff in the UK said they were worried the technology would replace their jobs. A similar proportion feared it would actually increase their workload.
More than half of respondents said their employer had not explained how AI would affect their roles. This communication gap, which mirrors global findings, was seen as a key driver of scepticism and anxiety among workers.
Nearly 40 percent of respondents said they would feel more optimistic about using AI if their employer confirmed it would not be used to replace jobs. Around a third said better tools and clearer explanation of the benefits would make them more open to using AI at work.
Russell Howe, group vice president of EMEA at UKG, said clear communication and support were essential if employers wanted to gain frontline trust.
Russell Howe, group vice president of EMEA at UKG, said AI could improve working life if employers invested time in education and support.
“AI has the potential to make work better for everyone — but only if organisations take the time to educate, support, and involve their people. Frontline workers are asking for smarter, more flexible ways of working,” he said.
“When AI is used to empower rather than replace, it can help employees and managers adjust schedules, swap shifts, and manage work-life events more easily. Technology and people working together leads to successful outcomes.”
Impact on customers a concern
Beyond personal concerns, frontline workers also raised questions about how AI could affect those they serve. More than half of UK respondents believed AI would have a negative impact on the experience of customers, patients or service users.
The figure aligns with other studies showing that acceptance of AI among frontline employees often depends not just on how it affects their own roles, but also on perceived outcomes for the people they interact with daily.
A 2024 report by the Institute for the Future of Work found that AI systems in care, retail and call centre roles were often viewed with suspicion when implemented without direct staff input or when used to monitor performance. The report urged employers to involve workers in the design and rollout of new technology to avoid unintended consequences for service quality and morale.
AI use still below global average
In the UK, 33 percent of frontline workers said they use AI tools in their roles — slightly below the global average of 38 percent across the 10 countries surveyed. The UK figure also lags behind adoption rates in the United States and Germany, where automation in scheduling, inventory management and task allocation has been more widely introduced.
The findings suggest that employers in the UK have both a challenge and an opportunity: while adoption is lower, the benefits of implementation — including reduced burnout and improved productivity — are evident when tools are used to support rather than replace staff.
Experts have warned that without better communication and transparency, organisations risk missing out on these benefits.
Employer recommendations
The research suggests several areas where employers can act to improve outcomes. They include:
- Clearly confirming that AI tools are designed to support rather than replace roles
- Providing better training and hands-on access to tools
- Explaining how AI improves scheduling, task management and flexibility
- Actively listening to staff concerns around workload and service impact
With burnout levels among frontline staff remaining high, and recruitment challenges continuing across sectors such as logistics, healthcare and retail, experts say AI offers potential relief. But its success will depend not just on the tool itself, but on how it is introduced, communicated and supported.
