Frontline workers are expressing concerns over a lack of transparency regarding the integration of artificial intelligence in their workplaces. A survey conducted by workplace management platform Deputy, which included 1,500 frontline workers from the U.S., U.K., and Australia, revealed that while nearly half of workplaces utilize AI, only 25% of workers report regular interaction with it. Alarmingly, 10% of respondents are unaware if AI is even being used in their jobs. The survey highlighted a significant communication gap, with only 17% of shift workers stating that their employers openly discuss AI usage, and merely 15% feeling consulted about new AI tools. Dan Schawbel, managing partner at Workplace Intelligence, noted that employees are eager to engage in discussions about AI implementation, emphasizing that empathy, transparency, and inclusion are crucial for successful AI adoption. Despite these concerns, 96% of shift workers report satisfaction with AI’s role in their tasks, such as scheduling and administrative duties, indicating a potential for positive outcomes if communication were improved. However, only 37% of workers feel optimistic about AI’s future in their workplaces, illustrating the need for better integration and understanding of the technology.
Why do we care?
AI is rolling out faster than anyone’s bothering to explain it. Workers are using automation every day without being told it’s automation. That’s not a tech problem — that’s a leadership and communication problem. And when the rollout goes sideways, guess who gets blamed? The IT provider.
If only 17% of workers say their employer talks openly about AI, that means most AI deployments are happening in a black box. And people fill that vacuum with worry, suspicion, or just confusion. They like the tools — the survey makes that clear — but they don’t trust the process. And that gap is where projects fail.
This is your cue to expand the conversation. If you’re deploying AI for a client, you can’t just hand it over and walk away. You need to help them explain what’s happening to their teams. Make sure there’s an employee-facing narrative. Make sure managers know how to talk about the tool. Make sure there’s a policy that actually says what this AI does and doesn’t do.
Because the alternative is simple: the customer rolls out automation, their workers feel blindsided, and you get pulled in to fix the “AI problem” that’s really a communication problem. Helping clients close that gap isn’t extra — it’s now part of delivering successful outcomes.
Put these stories together and the picture is unmistakable: demand for cloud, AI, and managed services is surging, but the winners won’t be the ones who merely adopt the tools — it’ll be the ones who can operationalize them. The gap between high performers and everyone else is widening because execution, governance, communication, and measurable outcomes now matter more than ever. For IT service providers, this is the moment to double down on capability, clarity, and maturity. The opportunity is real, but only for those ready to deliver it.