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A global UKG study of 8,200 frontline workers across 10 countries reveals that AI use in roles like retail, healthcare, and logistics lowers burnout rates (41% vs. 54% for non-users), yet 65% fear AI-skilled colleagues could take their jobs, highlighting the need for better training and communication to align AI with employee success.
Frontline workers, comprising 80% of the global workforce, face persistent burnout (76%), but AI offers relief by automating menial tasks, with users reporting a 13-point lower burnout rate. However, fears of job displacement—66% worry about AI, 25% report partial replacement, and 20% expect full replacement within five years—drive 50% to overwork to “prove their worth.” “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. “It’s about AI and frontline employees working together to move from menial to meaningful work.”
The study, partnered with Workplace Intelligence, shows high AI adoption in India (84%), Mexico (52%), and Australia (39%), but lower in the U.S. (28%) and Canada (27%). Professional services lead industry use at 38%, followed by retail and public sectors.
Despite concerns, 43% of workers are optimistic, trusting AI for tasks like handbook summaries (81%), scheduling (80%), benefits navigation (79%), training (79%), and skills updates (78%). Yet, 33% would quit if forced to use AI illogically, and 25% lose employer trust over replacement fears. “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,” said Dan Schawbel, Managing Partner at Workplace Intelligence. “It’s up to leaders across the frontline to have more open conversations with their teams.”
UKG’s findings align with ISG’s 2025 payroll reports, noting AI’s role in enhancing compliance and personalization in workforce management, as seen with providers like ADP and UKG itself. This complements Gartner’s agentic AI market correction forecast, where platforms like UKG, integrating AI strategically, are poised to thrive amid consolidation by focusing on employee-centric outcomes. UKG’s platform, serving 80,000+ customers across 150 countries, leverages AI to unify HR, pay, and workforce data, reducing burnout and boosting productivity.
The upcoming UKG report, More Perspectives from the Frontline Workforce, will further detail AI’s role in enhancing employee experiences across industries.
UKG is a leading global AI platform for HR, pay, and workforce management, delivering unrivaled insights to over 80,000 customers in 150 countries. Unifying award-winning solutions with workforce data and AI, UKG helps organizations turn data into decisions that elevate productivity, culture, and customer experience.
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