While AI is increasingly embedded in a wide range of professional tools, many employees are feeling underwhelmed by what it has delivered. Photo: File.
Dan Schawbel believes the rushed introduction of artificial intelligence into the workplace is leaving some employees underwhelmed and frustrated, leading to experimentation that could be ethically questionable.
Artificial intelligence has rapidly become a fixture in modern workplaces, promising to transform productivity, decision-making, and the way teams collaborate.
From chatbots to content generators to scheduling software, AI is now embedded in a wide range of professional tools across industries. Yet despite this momentum, many employees feel underwhelmed by what AI has delivered.
According to a recent global survey of 2500 workers and IT leaders by GoTo Business Communication and Workplace Intelligence, 62 per cent of employees believe AI has been significantly overhyped.
This scepticism is not necessarily rooted in failure, but rather in a disconnect between the promised transformational change and the limited real-world application many users are experiencing.
The research reveals a critical nuance: While 86 per cent of employees admit they aren’t using AI tools to their full potential, a staggering 82 per cent also say they don’t feel confident in how to apply AI practically in their everyday work.
This underutilisation and lack of clarity may be fuelling the perception that AI is more buzz than benefit. The mismatch between AI’s reputation and its impact comes down to how it’s being used – or not used – on the ground.
In some cases, AI tools are being used in ways that highlight their limitations or even pose risks.
The survey found that more than half of employees have used AI for tasks they know they shouldn’t, including emotionally sensitive decisions, safety-related issues, and ethical or personnel matters.
Alarmingly, 77 per cent of those workers say they don’t regret doing so. This indicates a lack of training, guidance, and organisational clarity around when and how to use AI appropriately.
There’s also a confidence issue, with 86 per cent of employees saying they aren’t confident in the accuracy of AI tools.
A recurring theme in the survey findings is that many employees have access to AI, but little instruction on how to use it. Without clear guidelines, workers are left to experiment or ignore the tools altogether.
Even younger employees, often assumed to be digital natives, are struggling, with 74 per cent of Gen Z workers saying they don’t fully understand how to use AI effectively in their day-to-day roles.
It appears many organisations are introducing AI tools without laying the groundwork to support adoption. Employees are unsure of best practices, don’t understand the boundaries of what AI should handle, and aren’t provided with meaningful training to integrate the tools into their workflow.
As a result, the transformational promise of AI is stuck at the starting line. Organisations may be checking the box on AI adoption but missing the more important objective of building the capacity and confidence needed to use these tools.
Despite the challenges, employees are clear about the kinds of AI support they would find most useful. According to the survey, the top tools workers want include AI virtual assistants, task automation tools, communication tools powered by AI, generative AI, and AI chatbots for client communication.
Yet only about 40 per cent of employees say their organisation provides these. This mismatch between desire and availability further contributes to the underwhelming experience many workers report.
When the right tools aren’t in place – or when employees aren’t empowered to use them – it’s no surprise AI fails to meet expectations.
A final but critical insight from the report is the disconnect between IT leaders and frontline employees. IT teams may be focused on the infrastructure or security aspects of AI implementation, while employees are looking for simple, practical ways to get work done faster.
This misalignment means organisations may invest in AI solutions that tick technical boxes but fail to meet everyday needs.
Bridging this gap requires employers to take a more holistic view of AI adoption, combining strategy, measurement, and human-centred implementation.
Training, feedback loops, and better internal communication can help IT leaders better understand what’s working and what’s not on the employee side.
When organisations align their technology investments with actual workplace needs – and support those tools with policies and education – the results can be transformative.
With a thoughtful approach, AI doesn’t have to be just another tech fad – it can be the productivity revolution workers were promised.
Dan Schawbel is a bestselling author and managing partner of Workplace Intelligence, a research and advisory firm helping HR adapt to trends, drive performance and prepare for the future. This article is part of his Workplace Intelligence Weekly series.
