Frontline Workers Embrace AI Tools, But Employers Keep Them in the Dark
Artificial intelligence is fueling the shift work economy, not replacing it. Yet employees in these roles remain skeptical because their employers aren't explaining how the technology affects them.
Deputy, a workforce management platform, analyzed data from 41 million shifts and 268 million hours worked to reach this conclusion. The report found that frontline work-in hospitals, restaurants, retail, and care services-is structurally resilient to the job displacement risks threatening office-based roles.
AI reduces documentation burden in hospitals, improves demand forecasting in restaurants, strengthens inventory alignment in retail, and enhances care coordination in services. For frontline leaders, the technology frees up time spent on manual scheduling and compliance tracking, allowing them to focus on coaching and performance.
"AI is not replacing the shift work economy; it is fuelling it," said Silvija Martincevic, CEO of Deputy. "What we are seeing now is not replacement of frontline roles. It is the re-architecture of how those roles are supported, scheduled, coordinated, and scaled."
The Transparency Gap
The benefits don't translate to worker confidence. Nearly 75% of frontline workers agreed that AI tools help them leave work on time more often. Yet 58% worry that AI will replace part or all of their job.
The disconnect stems from a lack of communication. Around 80% of employees surveyed believe their workplace offers limited transparency about how AI tools are being introduced and used.
"These results highlight a clear gap between adoption and communication," the report states. "Workers want greater transparency about how and why AI technologies are being deployed in their workplaces."
What HR Leaders Should Do
Martincevic identified this communication gap as the defining challenge in the next phase of workforce transformation. Companies that bring workers along rather than leaving them in the dark will retain their best talent.
For HR professionals, the lesson is direct: deploying AI without explaining its purpose and impact to employees creates unnecessary anxiety and erodes trust. Clear communication about how technology changes roles-rather than eliminates them-becomes a competitive advantage in retaining frontline workers.
Learn more about AI for Human Resources and how to implement workforce technology responsibly, or explore the AI Learning Path for CHROs to develop strategy around AI adoption and workforce transformation.
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