Employees don’t know exactly how much work they should hand over to AI
- Employees are eager to adopt AI, but don’t always feel comfortable with it, research warns
- AI may not be very good at interpersonal and human interactions
- We’re already starting to see AI-powered improvements
New research shows that while employees are excited to get started with artificial intelligence and see what it can do, they are still unsure about handing over human-centered tasks.
The survey of more than 4,000 Freshworks employees found that many were willing to use AI for routine work but were reluctant to trust it with human interactions.
Despite intentions to become an AI leader, Britain stood out as the least comfortable delegating interpersonal tasks to the technology.
Employees are concerned about AI’s interpersonal skills
Customer service representatives said they were reluctant to let AI speak directly to customers, noting that one-on-one interactions require the human touch and understanding that artificial intelligence cannot replace.
However, Freshworks’ research paints a mixed picture of the state of AI in the UK, with employees increasingly embracing AI tools. A quarter say they use AI every day, while almost double (46%) use it even a few times a week.
Furthermore, half (52%) described themselves as users of the technology with knowledge or expertise, second only to German employees. Indeed, despite the hesitation around human-AI interactions, Britain is leading the way in adoption across Europe, with 60% confident in using them (compared to 45% in Germany and 42% in France).
However, there are some areas that employees believe AI cannot improve, such as resolving workplace conflicts, addressing employee concerns, and brainstorming.
However, artificial intelligence is getting better and better: 53% mention improved understanding and 48% see noticeable increases in value.
Looking ahead, Freshworks finds that almost two-thirds (63%) of UK businesses are preparing to invest in upskilling employees in AI by 2025; half (52%) call AI an essential skill when it comes to getting promotions.
Overall, the research points to continued enthusiasm, but we are also beginning to identify where AI can be most useful (and where it may not be as appropriate).
