New research from SHL, a global leader in talent insight, has uncovered a significant trust deficit regarding artificial intelligence in the workplace. A survey of over 1,000 U.S. working adults reveals that while curiosity about AI exists, most workers are uneasy about its application, particularly in processes that impact their careers, such as hiring and performance reviews.
SHL research reveals a major AI trust gap in the U.S. workforce.
74% of workers say an AI interviewer would change their view of a company.
Only 27% of workers fully trust their employer to use AI responsibly.
59% believe AI is making bias in the workplace worse, not better.
Over half of respondents prefer human oversight in hiring and performance reviews.
Workers are ready to upskill but need clearer guidance on what AI skills entail.
The research highlights a clear perception divide when AI is used in hiring. A striking 74% of respondents admitted that being interviewed by an AI agent would alter their perception of a company. The reactions were split, with 37% viewing the use of an AI interviewer as impersonal, while 23% saw it as innovative. This underscores the delicate balance companies must strike between leveraging new technology and maintaining a human touch.
“AI can quickly shape the perception of a company as either innovative or impersonal,” said SHL’s Chief Science Officer Sara Gutierrez. “Most employees are open to AI that improves efficiency and consistency – and they place high value on employers being transparent about where and how it's used, particularly in decisions that impact careers.”
The lack of trust in AI is a pervasive theme in the findings. A majority of workers (59%) believe AI is exacerbating workplace bias, and only 27% fully trust their employers to use the technology responsibly. This sentiment is reflected in a strong preference for human involvement in critical decisions; 56% prefer humans to review job applications, and 58% want humans to evaluate work performance.
SHL's Chief Science Officer emphasized that transparency and accountability are non-negotiable. “Trust in AI has not kept pace with its deployment,” added Gutierrez. “Employees are fine with AI that brings speed and consistency, but want to see how it works, how it’s checked for bias, and who is ultimately accountable.”
Despite the trust issues, the workforce shows a willingness to adapt. Nearly half (48%) of U.S. workers are willing to take online courses to build AI skills, and 29% are willing to use personal time. However, a significant hurdle remains, as one in four workers report they are unsure what "AI skills" actually mean, indicating a crucial opportunity for employers to provide structured and clear upskilling pathways.
About SHL
SHL, the global leader in talent insight, transforms businesses by leveraging the power of people, science, and technology. Our unrivaled, scientifically backed workforce data and highly validated talent solutions provide organizations with the insights needed to optimally leverage their people’s potential and maximize business outcomes. We equip recruiters and leaders with people insights at an organization, team, and individual level, accelerating growth, decision-making, and talent mobility and inspiring an inclusive culture that supports game-changing agility.
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