By Caroline Ceniza-Levine,Senior Contributor
Copyright forbes
3 Ways Managers Can Use AI To Help Frontline Worker Burnout
“It’s about AI and frontline employees working together to move from menial to meaningful work. When AI is deployed with a people-first focus, it doesn’t feel like you’re using technology — it feels like you’re solving problems.” — Corey Spencer, vice president of AI at UKG
Frontline workers (i.e., the ones who need to be onsite to do their jobs) are burned out, with 76% reporting burnout and feeling less productive, making more mistakes or even calling out sick as a result. When frontline workers use AI in their roles, they report lower burnout rates than those not using AI. However, only about a third use AI in their roles today, and many frontline workers have concerns – 2 in 3 worry AI might replace their job, and 1 in 4 say part of their job has already been replaced by AI.
These are some of the findings in a 10-country study of 8,200 frontline employees by UKG, an AI platform for HR, payroll and workforce management, and Workplace Intelligence, a research firm. That AI can both help and hurt makes it even more critical that managers take a proactive approach in deploying AI with their teams. Here are 3 ways managers can use AI to help frontline worker burnout:
1. Communicate Your Company’s AI Approach
Frontline workers actually fear people more than AI itself – 65% fear colleagues skilled in AI could take their job. 25% trust their employer less, and 33% would quit if forced to use AI in ways that don’t make sense. The UKG survey respondents attributed concerns to lack of education, preparation and employer communication.
If you manage a team, explicitly outline if and how they can incorporate AI into their work. Otherwise, you’re part of the problem of poor employer communication, preparation and lack of education. Find out if your company offers in-house AI training or reimbursement for outside classes. Do the leg work to bring in a trainer to address your team’s specific needs. Share your company’s AI policy – if they don’t have one, volunteer to help craft one (which can help your visibility and career advancement).
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2. Clarify Career Growth Opportunities, With And Without AI
Nearly half of the UKG survey respondents were taking action to protect their jobs (e.g., learning new skills or taking on extra projects). Build on your team’s ambitions by guiding their efforts towards what the company wants and needs, as well as more pay, promotion, or whatever reward your team members prioritize. If you’re not sure what the company process is for deciding raises, title bumps and other rewards, ask your manager and/or HR, so you can be a knowledgeable advocate for your team.
Understand how much of a role AI plays in career growth. If your company is at the early stages of incorporating AI into roles, let your team know that foundational knowledge is enough for now, so they can focus additional efforts on other things. If AI is a main priority for the company, convey that urgency to your team, so the AI-resistant know to lean into the technology and those already using AI stay inspired to do more.
3. Help Your Company Help Your Team Make The Most Out Of AI
The UKG survey shows that frontline workers have high trust in AI for various employee experience tasks. For example, 81% would use AI to search and summarize company policies. 79% would trust AI on benefits explainers and recommendations, as well as training recommendations. The survey lists other examples of employee experience tasks (e.g., scheduling, performance reviews) that could be improved with AI. If your company isn’t already incorporating AI for some or all of these employee experience activities, propose this to your manager or HR (again raising your visibility as an innovator). Share the survey as a way to jumpstart the conversation.
Knowing that your team would likely value AI help in navigating these employee experience tasks, use AI yourself to get a better understanding of these tasks. Be the resource for your team, if your company doesn’t yet have that AI support in place for all. As a bonus, you’ll improve your own AI skills, potentially improve your job performance, and be the success story that others can follow.
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