Frontline workers using artificial intelligence tools for their job are less likely to report burn out than those who don’t use the technology, according to a new global study, but concerns linger about job security.
UKG’s upcoming report, which covered 8,200 frontline employees in 10 countries, revealed that more than one in three frontline workers are already using AI today.
India reported the highest share of frontline workers using AI, with 84%, followed by Mexico (52%), and then Australia (39%).
Among AI users globally, only 41% of them reported being burnt out, according to the report. This is much lower than the 54% of frontline employees who don’t use the technology for their work.
Frontline employees make up nearly 80% of the global workforce, according to the June 2025 Statista report on global employment.
UKG’s findings come amid concern about burnout among this group of employees. The Boston Consulting Group last year found 48% of 11,000 desk-based and frontline workers in eight countries are suffering from burnout.
Concerns remain over AI use
However, concerns linger among frontline employees when it comes to their job security amid the implementation of AI, according to the report.
Two in three employees are worried that AI might replace their job, but they are also worried about their co-workers with 65% concerned colleagues with higher AI skills could take their job.
One in five employees believe their job will also be completely replaced by AI within five years, with one in four saying the technology has already replaced a part of their work.
These concerns have prompted nearly half of frontline employees to “prove their worth,” such as by learning new skills, taking on extra projects and shifts, as well as working long hours and even when sick.
Dan Schawbel, Managing Partner at Workplace Intelligence, said these steps from frontline employees are not sustainable.
“AI can be a powerful tool for preventing burnout at work, yet our study reveals the trepidation around AI could cause an already-stretched workforce to log even more hours to impress their bosses,” Schawbel said in a statement.
“It’s up to leaders across the frontline to have more open conversations with their teams. Sharing the organisation’s short- and long-term AI plans, as well as providing more training on AI tools themselves, can help calm the frontline workforce’s fears so they can work alongside AI more efficiently and with greater personal success.”
AI use in frontline work
Meanwhile, the report also found that 43% of frontline employees are also optimistic when it comes to AI.
Most of them said they are comfortable using the technology for HR processes (78%), workplace tasks (76%), as well as writing performance evaluations (71%). The top employee experience tasks that frontline workers would trust AI with also include:
- Searching the company handbook and summarising policies (81%)
- Recommending their work schedules aligned with preferences/availability (80%)
- Helping them understand and use benefits (79%)
- Providing training recommendations (79%)
- Updating certifications and skills (78%)