Frontline workers say companies aren’t being transparent about AI integration

It’s not just executives or knowledge workers in offices who are using artificial intelligence. It’s being adopted in fields like healthcare, retail, hospitality, and food services, too. But frontline workers often aren’t prepared for AI adoption. In fact, many are completely unaware that it’s being implemented in their workplaces at all. 

Workplace management platform Deputy surveyed 1,500 frontline workers across the U.S., U.K., and Australia for its “2025 Better Together Survey: How AI and Human Connection Will Transform Frontline Work.” The survey found that nearly half of workplaces (48%) use AI. However, only 1 in 4 workers say they regularly interact with it. But, surprisingly, 10% don’t know if their workplace is even using the technology to begin with. 

That could be due to the fact that employers aren’t being totally transparent about whether their companies have adopted AI. Just 17% of shift workers say their employer was open about the company’s AI use. Likewise, only 15% say they were consulted about new AI tools in the workplace—even though they want to be—with 63% of frontline workers saying that communication about AI is essential.

“Employees are sending a clear message: They want to be part of the conversation about how AI is used and introduced in their organizations,” Dan Schawbel, managing partner at research and advisory firm Workplace Intelligence, said in a press release. 

“When workers feel informed and included, trust grows—and that’s what unlocks the full potential of AI. Empathy, transparency, and inclusion aren’t just soft skills; they’re the foundation of successful AI adoption.”

While AI’s role in the workplace isn’t always clear, what is clear is that the workers using it are having positive experiences with the technology. In fact, 96% of shift workers say they are happy with the technology’s role, which shows up in tasks like scheduling, in AI-powered kiosks for ordering, as well as streamlining administrative tasks, and more, in their workplace. Likewise, 94% say it makes their job easier. That’s likely why nearly one in four employees who were surveyed said they’d rather have more AI support than an extra week of PTO (23%) or even a promotion (24%).

And that’s likely why workers want to be in-the-know when it comes to how their organization is using the technology. 27% say they desire more transparency and communication about the technology and how it’s being used. 

“New tech arrives. We’re supposed to just figure it out,” one food worker who took part in the survey said. In retail, the statistic is even higher, with 31% saying more communication is needed, likely because the technology is so visible to customers. “They put in self-checkout without even telling us why,” one retail worker explained. “Customers ask us questions we can’t answer.”

Interestingly, while workers report positive experiences with AI, only 37% feel optimistic about the technology’s future at their workplace, which could point to how the technology is implemented — often with little communication. As another worker put it, employees can’t integrate AI properly if it’s never been introduced to them, which leaves employees feeling the need to push back, rather than use the tools to their advantage. 

“If you explain it, we’ll accept it,” they said. “If you don’t, we’ll resist.” 

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