Frontline workers who use artificial intelligence on the job are significantly less likely to experience burnout, according to new research that surveyed 8,200 employees across 10 countries.
The study by UKG, conducted between May and July 2025, found that 41% of frontline workers who use AI reported burnout, compared to 54% of those who don’t use the technology. Overall, 76% of frontline workers globally reported experiencing burnout.
More than one in three frontline workers now use AI in their roles, according to the research. Frontline workers are defined as employees who must be physically present to perform their jobs, including those in manufacturing, retail, healthcare and hospitality. They represent nearly 80% of the global workforce.
Job replacement fears persist despite benefits
Despite reporting lower burnout levels, two-thirds of frontline workers worry AI might replace their job, according to the study. One in four said part of their job has already been replaced by AI, while one in five believe their position will be completely replaced within five years.
The research revealed that 65% of workers fear colleagues skilled in AI could take their jobs. Nearly half of frontline workers are taking steps to prove their worth, such as learning new skills, taking on extra projects, and working long hours or extra shifts.
One-third of respondents said they would quit if forced to use AI in ways that don’t make sense, and one in four have lost trust in their employer over concerns about being replaced by AI.
“Our global study shows that work needs to be done to better educate, train, and explain the ‘why’ behind AI uses on the frontline,” said Corey Spencer, VP of AI at UKG. “It’s about AI and frontline employees working together to move from menial to meaningful work.”
Training and communication gaps identified
The study suggests many organizations have not adequately prepared workers for AI integration. Eighty-five percent of respondents said replacing the frontline workforce with AI would be a huge mistake.
Dan Schawbel, managing partner at Workplace Intelligence, which partnered on the research, said leaders need more open conversations with their teams about AI plans and should provide more training on AI tools.
Regional and industry adoption varies widely
Frontline workers in India use AI at work more than any other country surveyed, with 84% reporting usage. Mexico followed at 52% and Australia at 39%. Only 28% of U.S. frontline workers and 27% of Canadian frontline workers said they use AI.
By industry, 38% of professional services workers use AI, followed by retail, hospitality and food service at 33%, public sector at 33%, distribution and logistics at 32%, and healthcare at 27%.
Workers trust AI for specific HR tasks
The study found 43% of frontline employees are optimistic about AI and comfortable using it for HR processes, workplace tasks and performance evaluations.
The top tasks frontline workers would trust AI to handle include searching company handbooks and summarizing policies (81%), recommending work schedules based on preferences (80%), helping them understand benefits (79%), providing training recommendations (79%), and updating certifications and skills (78%).
Three in four frontline workers would also trust AI to develop career paths, recommend new roles, verify paychecks, approve time off and find shift coverage.
The research was conducted by Walr and surveyed frontline employees in the United States, Australia, New Zealand, Canada, the United Kingdom, France, Germany, India, Mexico and Ireland.
