Technology

Frontline workers as key decision-makers in the AI-driven workplace revolution

Monday, 17 November 2025 5:05AM UTC

As AI integration accelerates across industries, frontline workers are shifting from mere participants to vital decision-makers in hybrid human-agent teams, reshaping productivity and engagement in the digital era.

Frontline workers are increasingly recognised as pivotal contributors to the evolving landscape of artificial intelligence (AI) in industries such as manufacturing, industrial enterprises, and retail. Far from being replaced by autonomous digital workers or AI agents, these workers stand to gain new significance as integral participants in hybrid human-agent teams. This transformation promises to redefine frontline worker productivity by blending autonomous digital labour with human insights, with contextual relevance and real-time decision-making at its core.

Constellation Research CEO R "Ray" Wang describes this as a "once-in-a-generation opportunity" to create a new category of productivity where frontline workers become the vital decision-makers within the enterprise AI ecosystem. The concept hinges on decision velocity, how rapidly and effectively data-driven decisions are automated and improved over time, a metric that Constellation analyst Mike Ni highlights as a critical differentiator for business success in the coming years. Companies that linger in pilot phases risk falling irreversibly behind as the pace of AI-driven operational enhancement accelerates.

This shift was evident at two recent industrial conferences, QAD | Redzone’s Champions of Manufacturing Americas and IFS’s Industrial X Unleashed, where AI integration with frontline workers took centre stage. QAD | Redzone aims to put data and AI-powered insights directly into frontline hands, enabling workers to drive automation workflows and optimise processes. Their approach combines enterprise resource planning, connected workforce software, and AI agents to create feedback loops that empower workers with ownership and awareness of their targets, reportedly fostering cultural change at scale.

Similarly, IFS CEO Mark Moffat emphasised "applied AI", AI embedded within real operational contexts to augment frontline workers rather than replace them. Moffat’s vision is that AI supports industrial workforces by enhancing autonomy amidst challenges like aging infrastructure, labor shortages, and retiring expertise. Partnerships with Anthropic, Siemens, Boston Dynamics, and others illustrate a commitment to embedding AI and robotics into industrial operations while maintaining human jobs. Offshore drilling operations exemplify this model, where AI helps isolated workers access critical knowledge, with humans remaining central decision-makers guided by AI-enabled insights.

Beyond manufacturing, the retail sector and other industries are also gearing up to enhance frontline experiences through AI. UKG’s recent Aspire conference introduced AI agents aimed at orchestrating workflows and boosting frontline engagement via a Workforce Operating Platform and Intelligence Hub. These tools promise improved scheduling, HR access, and labour management through agentic AI over the next few years. UKG highlighted the need for AI to augment the human touch rather than replace it, echoing voices like Marriott’s CHRO Ty Breland who emphasised AI’s role in enhancing human connection on the frontline.

Data substantiates these claims: a UKG study finds frontline workers using AI report notably lower burnout rates, 41% compared to 54% for non-users, underscoring AI’s potential to alleviate frontline stress by automating routine tasks and providing decision support. Nevertheless, concerns about job security remain high, with 65% fearing displacement by AI-skilled colleagues. This tension points to the importance of transparent communication and training to harness AI benefits responsibly.

Industry insights reinforce this emerging paradigm. Microsoft outlines AI’s role in automating repetitive tasks, enhancing safety through predictive maintenance, and improving customer service, all of which enable frontline workers to focus on higher-value responsibilities and become more engaged. Meanwhile, reports from Aspen Digital and PwC highlight the critical need for balanced AI implementation and leadership development to empower frontline teams, preserve worker autonomy, and foster supportive workplace cultures focused on continuous learning and well-being.

However, challenges persist in bridging the AI adoption gap. A significant portion of frontline workers, who make up about 70% of the US workforce, still lack access or training in AI tools, a disconnect that risks long-term productivity losses and missed engagement opportunities. Investments in digital literacy, AI-enabled platforms, and connected worker technologies that capture institutional knowledge, such as those advocated in manufacturing environments, are crucial to closing this gap and leveraging frontline expertise as a strategic asset.

In sum, the rise of AI in frontline settings represents not a substitution, but a transformation of work. Frontline workers are poised to become the lead orchestrators of AI-driven enterprises, blending human judgment with real-time AI insights to improve efficiency, safety, and job satisfaction. As this revolution unfolds, organisations that successfully integrate AI with human experience, invest in training, and prioritise frontline engagement are likely to thrive in an increasingly competitive and automated world.

📌 Reference Map:

^[1] (Constellation Research) - Paragraphs 1, 2, 3, 4, 5, 6
^[2] (UKG) - Paragraph 7
^[3] (Microsoft) - Paragraph 8
^[4] (Stacker Money) - Paragraph 9
^[5] (PwC) - Paragraph 9
^[6] (Aspen Digital) - Paragraph 9
^[7] (SDC Exec) - Paragraph 9

Source: Noah Wire Services

More on this

https://www.constellationr.com/blog-news/insights/frontline-workers-get-their-ai-moment - Please view link - unable to able to access data
https://www.ukg.com/company/newsroom/frontline-workers-who-use-ai-most-are-burned-out-the-least - A UKG study reveals that frontline workers who utilise AI in their roles report lower burnout rates compared to those who do not. The research indicates that 41% of AI-using frontline employees experience burnout, contrasted with 54% among non-users. Despite these benefits, concerns persist about AI potentially replacing jobs, with 65% of workers fearing colleagues skilled in AI could take their positions. The study underscores the importance of clear communication and training to integrate AI effectively without displacing the workforce.
https://www.microsoft.com/en-us/microsoft-365/business-insights-ideas/resources/frontline-ai-applications-across-industries - Microsoft highlights the transformative impact of AI on frontline workers across various industries. AI enhances efficiency by automating routine tasks, improves safety through predictive maintenance, and boosts customer satisfaction via personalised experiences. Additionally, AI fosters more engaged employees by handling mundane tasks, enabling workers to focus on higher-value activities. The integration of AI also supports data-driven decision-making and offers a competitive advantage by optimising operations and reducing costs.
https://keyt.com/news/money-and-business/stacker-money/2025/04/22/the-workforce-ai-gap-no-ones-talking-about-but-every-frontline-worker-feels/ - An article discusses the significant gap in AI adoption among frontline workers, who constitute approximately 70% of the U.S. workforce. Despite AI's rapid advancement in sectors like manufacturing, frontline employees often remain disconnected from technological advancements, leading to missed opportunities for enhancing productivity and engagement. The piece highlights the need for increased investment in AI training and tools for frontline workers to bridge this gap and improve overall operational efficiency.
https://www.pwc.com/us/en/industries/industrial-products/library/leadership-and-employee-experience.html - PwC emphasises the critical role of frontline leaders in shaping positive employee experiences within manufacturing sectors. The research indicates that over 76% of manufacturing leaders recognise the importance of adequate training in empowering frontline leaders. Investing in developing skills such as communication, emotional intelligence, and digital literacy is essential for enhancing employee engagement and retention. The study advocates for proactive training initiatives to equip leaders with the necessary tools to foster a supportive work environment.
https://www.aspendigital.org/report/frontline-ai/ - A report from Aspen Digital explores the applications of AI in frontline operations, particularly within the manufacturing industry. It discusses how AI technologies like predictive maintenance, quality control, and robotics are being integrated to improve efficiency and safety. The report also addresses concerns about AI potentially reducing job quality by limiting worker autonomy and creativity. It calls for a balanced approach to AI implementation that enhances productivity while preserving meaningful work for frontline employees.
https://www.sdcexec.com/sourcing-procurement/manufacturing/article/22920640/augmentir-smart-factories-smarter-workers-the-aipowered-future-of-manufacturing - An article examines the role of AI in enhancing frontline manufacturing workers' capabilities. It highlights how AI-driven connected worker platforms capture and digitise institutional knowledge, facilitating continuous learning and improvement. These platforms provide real-time, contextualised support, guiding workers through complex procedures and troubleshooting scenarios. The piece underscores the importance of AI in preserving expertise, reducing errors, and fostering a culture of continuous improvement within manufacturing environments.

Noah Fact Check Pro

The draft above was created using the information available at the time the story first emerged. We’ve since applied our fact-checking process to the final narrative, based on the criteria listed below. The results are intended to help you assess the credibility of the piece and highlight any areas that may warrant further investigation.

Freshness check

Score: 9

Notes: The narrative appears to be original, with no evidence of prior publication. The earliest known publication date is September 17, 2025, as per the Constellation Research website. ([constellationr.com](https://www.constellationr.com/blog-news/insights/frontline-workers-get-their-ai-moment?utm_source=openai))

Quotes check

Score: 8

Notes: The quote from Constellation Research CEO R 'Ray' Wang, 'once-in-a-generation opportunity to blend autonomous digital labor with human experiences,' is unique to this report. No earlier instances of this exact phrasing were found.

Source reliability

Score: 10

Notes: The narrative originates from Constellation Research, a reputable organisation known for its expertise in technology and business research. ([constellationr.com](https://www.constellationr.com/blog-news/insights/frontline-workers-get-their-ai-moment?utm_source=openai))

Plausability check

Score: 9

Notes: The claims about AI integration with frontline workers are plausible and align with current industry trends. The narrative is consistent with recent discussions on AI's role in enhancing frontline productivity. ([constellationr.com](https://www.constellationr.com/blog-news/insights/frontline-workers-get-their-ai-moment?utm_source=openai))

Overall assessment

Verdict (FAIL, OPEN, PASS): PASS

Confidence (LOW, MEDIUM, HIGH): HIGH

Summary: The narrative is original, sourced from a reputable organisation, and presents plausible claims consistent with current industry trends. No significant issues were identified.

Artificial Intelligence
Frontline Workers
Workplace Transformation