October 09, 2025
AI Eases Burnout on the Frontline but Fuels a Different Kind of Stress
Frontline employees who regularly use AI are feeling less burned out than their peers, but that relief comes with a dose of anxiety about what the technology means for their future.
A new global study from UKG, conducted with Workplace Intelligence, found that frontline workers who use AI on the job are significantly less likely to feel burned out. The research surveyed 8,200 workers across 10 countries, covering industries where people must be physically present to serve customers, patients, or students, a group that represents nearly 80% of the world’s workforce.
The findings show a steady rate of burnout overall, with 76% of frontline workers saying they still feel worn down by their jobs, similar to last year’s results. But when AI enters the picture, the story changes significantly. Only 41% of AI users reported burnout, compared to 54% of those who don’t use the technology. AI is proving to be a valuable tool that lightens administrative loads, simplifies scheduling, and automates time-consuming tasks.
Uncertain Futures
Still, the relief comes with unease, given the ever-expanding capabilities of AI technology. Around 60% of frontline employees worry that AI could replace their job, while 25% say parts of their role have already been automated. The concern isn’t only about machines, as 65% fear that AI-skilled colleagues could edge them out.
These fears are influencing behaviour in noticeable ways. Nearly half of workers say they’re taking extra measures to “prove their worth,” from working longer hours to picking up extra shifts or learning new skills. Many frontline workers have lost trust in their employer over AI concerns, and 15% say they’d quit if asked to use AI in ways that don’t make sense for their job.
Replacing people with AI would be a “huge mistake”, and 85% agree on that point. What they want instead is reassurance with more transparency, better communication, and proper training to understand how AI can help rather than harm.
The report shows a wide variation in how different regions use AI. India leads adoption, with 84% of frontline workers using AI in their roles, followed by Mexico (52%) and Australia (39%). Usage is lower in North America, with 28% of U.S. and 27% of Canadian workers saying they use AI at work. By sector, professional services are furthest ahead at 38%, trailed by retail and hospitality (33%), logistics (32%), and healthcare (27%).
Despite the anxiety, optimism around AI remains. Forty-three percent of frontline employees say they feel positive about AI’s potential. Most are comfortable using it for HR tasks like scheduling, benefits management, and training recommendations. Around 80% would trust AI to summarise company policies or align their schedules with personal preferences.
