A new 10-country global study of 8,200 frontline employees by UKG, a leading global AI platform for HR, pay, and workforce management, reveals that frontline workers using AI report fewer instances of burnout than those not using AI. However, workers’ concerns around job security and workload remain high, highlighting the need for clearer communication, better education, and more transparency from employers.

The study shows that burnout continues to be a pressing issue for UK frontline workers, with 77% saying they feel burned out at work. Among those affected, 88% report being less productive, and 77% admit to making more mistakes. Interestingly, the data suggests that AI may help alleviate some of this strain: frontline employees who use AI report lower rates of burnout (36%), compared with those who do not (59%).

Currently, 33% of UK frontline workers use AI to support their roles, with many citing improvements in scheduling flexibility and operational efficiency. Retail and manufacturing are the leading sectors for frontline AI adoption in the UK, followed by financial services and logistics.

Despite the benefits, barriers to adoption persist. One-third of UK frontline workers fear AI will replace their jobs, while another third worry it will increase their workload. Additionally, 57% believe AI will negatively impact the experience of customers, patients, or others they serve.

Employers have a clear opportunity to address these concerns and take meaningful steps to help frontline workers overcome doubts about using AI. Nearly 40% say they’d feel more optimistic about using AI at work if employers confirmed it wouldn’t replace their jobs. A third would be more enthusiastic if better tools and training were provided, and if the benefits of AI were clearly explained.

“AI has the potential to make work better for everyone – but only if organisations take the time to educate, support, and involve their people,” said Russell Howe, Group Vice President of EMEA at UKG. “Frontline workers are asking for smarter, more flexible ways of working. When AI is used to empower rather than replace, it can help employees and managers adjust schedules, swap shifts, and manage work-life events more easily. Technology and people working together leads to successful outcomes.”

Compared with other countries in the study, AI adoption in the UK (33%) is slightly below the global average of 38%. Communication gaps also persist, with 51% of UK frontline workers saying their employer hasn’t explained how AI will affect their roles — a figure consistent with global sentiment (53%).

These findings underscore a critical opportunity for employers: By addressing fears and clearly communicating how AI will be used, organisations can unlock its full potential to reduce burnout and improve frontline work.

The release of the study coincides with UKG’s refreshed brand identity and the launch of its global campaign, “When Work Works, Everything Works,” which reflects the company’s commitment to helping organisations build better workplaces through data-driven insights and people-first AI.