AI is no longer a distant promise. Leaders and managers have woven it into the fabric of their daily work lives. However, frontline employees have not fully embraced the technology.
While more than three-quarters of leaders and managers say they use generative AI (GenAI) several times a week, regular use among frontline employees has stalled at 51%.
This gap comes at a critical time in the development of AI. Companies are realizing that merely introducing AI tools into existing ways of working isn’t enough to unlock their full potential. The real magic happens—and value generated —when businesses go further and reshape their workflows end-to-end.
One-half of companies, led by those in financial services and technology, are moving beyond productivity plays (what we call Deploy) to redesign workflows (Reshape).
These findings emerge from BCG’s annual AI at Work global survey of employees. (This year’s survey covers 11 countries and regions and more than 10,600 leaders, managers, and frontline white-collar employees. The results are outlined more comprehensively in the accompanying slideshow.)
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Solving the Frontline Adoption Gap
The ability of companies to reshape workflows depends heavily on the engagement of frontline employees. The survey suggests ways for companies to help these employees break through the AI “silicon ceiling.”
- Provide leadership support. When leaders demonstrate strong support for AI, frontline employees are more likely to use it regularly, enjoy their jobs, and feel good about their careers. For example, the share of employees who feel positive about GenAI rises from 15% to 55% with strong leadership support. Only about one-quarter of frontline employees say they receive that support.
- Provide the right tools. When employees don’t have the AI tools they need, more than half said they will find alternatives and use them anyway. This is a recipe for frustration, security risks, and fragmentation of efforts.
- Provide proper training. When companies train their employees in AI, they are more likely to be regular users and to express confidence in the technology. Regular usage is sharply higher for employees that receive at least five hours of training and have access to in-person training and coaching. Only one-third of employees say that they have been properly trained.
The Upside in Reshaping Workflows
Companies actively reshaping their workflows with AI benefit in many ways that generate value for the organization. Their employees save significantly more time than those in companies where the technology is less integrated into the workday. In addition, employees’ decision making sharpens and they work on more strategic tasks.
These results don’t just happen. Companies in Reshape mode do a better job of tracking value created by AI. They spend more time training their employees, and employees are more likely to say their leaders support them.
Yet this transformation isn’t without its challenges. Employees at organizations undergoing comprehensive AI-driven redesign are more worried about job security (46%) than those at less-advanced companies (34%). And leaders and managers (43%) are far more likely to worry about losing their job in the next ten years than frontline employees (36%). In other words, the work of allaying employee fears is ongoing. Appropriate training and upskilling can help reduce employees’ concerns.
AI Agents: Implementation Lags Potential
AI agents —smart digital assistants capable of learning, reasoning, and handling complex tasks independently—have been receiving a lot of buzz. But the survey reveals they are still in their infancy. Just 13% of employees see them deeply integrated into their daily workflows. Only one-third of employees understand how these sophisticated tools function.
Interestingly, when workers are well-informed and familiar with AI agents, apprehension turns into enthusiasm. Employees begin viewing AI agents less as threats and more as collaborative partners that enhance their work.
What’s Next for AI in the Workplace?
The survey reveals progress by companies in introducing and integrating AI. But it also exposes concerns, primarily about job security. As with last year, the survey reveals that the more employees use AI, the more their concerns grow. This represents a familiar challenge seen in other technological transitions—notably, from steam to electrical power.
The journey from AI adoption to impact is fundamentally about reshaping how people and machines collaborate. Companies committed to this transformation understand that AI’s true power lies in smarter ways of working. When done right, employees don’t just adapt—they thrive. Here’s how to start:
- Stop underestimating the importance of training. Commit appropriate levels of investment, time, and leadership support.
- Track the value you are generating with AI through improvements in productivity, quality, and employee satisfaction.
- Invest in your people to reshape workflows and unlock AI’s value. Anticipate the technology’s impact on work, workers, and the workforce. Build upskilling and reskilling capabilities to support workforce deployment.
- Experiment rigorously with agents to accelerate the experience curve. Track impact and potential risks via A/B testing.
