The AI trust gap that is worrying both workers and executives
A slogan related to Artificial Intelligence (AI) is displayed on Workday pavilion, during the 54th annual meeting of the World Economic Forum in Davos, Switzerland, January 16, 2024.

Watercoolers and cubicles are dens of distrust when it comes to artificial intelligence, which has emerged as a significant force over the past year.

While both rank-and-file workers and the C-suite see AI as a great opportunity for business transformation, both sides are skeptical over its deployment. The recent rise in layoffs, especially in the tech sector, isn't helping to stem that distrust either.

Experts say that while there is widespread AI anxiety no matter which side of the desk a person sits on, having leaders enthusiastic about AI as well as providing clear communication on how it will impact and alter employee jobs is critical for its long-term success.

"There is a lot of anxiety around, but there are actually a lot of opportunities, and employees aren't getting that message because employers aren't getting that message," said Emily Rose McRae, a senior director and analyst at Gartner who leads its future of work teams. McRae said many employers have anxiety over AI and pass that on to their employees. Employers, McRae said, need to better educate themselves about the opportunities and benefits of AI. And then, she added: "People need to hear from employers, 'Here are our plans.'"

According to a recent survey from HR software company Workday, 62% of business leaders welcome AI's arrival in the workplace. Employees are even more tepid in embracing AI, with just 52% welcoming it.

McRae said that employers are often uncertain about where or how to deploy AI, leading to some trepidation. Once they see how AI can increase productivity and create new opportunities, they'll spread their enthusiasm for AI to employees. However, they must communicate clearly and show how AI will help workers.

"There is media messaging that AI will take jobs, and vendors are pushing products that show how you can use AI to eliminate jobs, so people are anxious about it," McRae said.

McRae said that employers should explain that if an employee's role needs to be reimagined, they'll have a conversation and see other ways the employee can contribute to the company. All of this, she said, will help build trust with workers.