Frontline Workers Perspective on AI: The Good, The Bad and the Ugly

The integration of AI in workplaces is transforming industries, enhancing productivity, and reshaping roles, for both office and frontline workers. But despite AI's potential, a gap exists in adoption and training between office and frontline employees, with the latter facing challenges in terms of access and skills confidence."Frontline workers express concerns about job security and lack of training, risking the development of a two-tier workforce. Service providers can bridge this gap by offering user-friendly AI tools and education for frontline employees, ensuring equitable benefits." - Associate Director Meike Escherich, IDC European Future of Work