AI is reshaping frontline work, but half of Aussie workers still don’t realise it’s happening.
New research reveals a widening awareness gap as AI quietly transforms Australia’s frontline, yet remains largely unseen by them.
AUSTRALIA - 11th November 2025 — Australia’s shift workers are embracing AI in their workplaces — but many remain in the dark about how it’s being used and what rights they have. Deputy has today released its Better Together: How AI and Human Connection Will Transform Frontline Work report, revealing how artificial intelligence (AI) is reshaping Australia’s frontline workplaces, and warning that without informed, empowered workers, Australia’s AI ambitions could stall. Based on 1,500 global anonymised survey responses from hourly shift workers across hospitality, foodservice, retail and healthcare, the report finds that while more than half of Australian workplaces (51%) are now using AI, nearly half (49%) are unaware that it’s being used in their workplace or unsure how it applies to them.
“AI isn’t a plug-and-play solution; it’s a culture shift,” said Emma Seymour, CFO at Deputy. “Our research shows nearly half of workplaces are already using AI, but only one in four workers personally interact with it, and most aren’t told how it affects their jobs. That’s not innovation, that’s isolation. The real challenge isn’t building smarter tools, it’s building trust. When workers are trained, consulted, and given transparency, AI becomes more than a system upgrade; it becomes shared progress. The future of work will belong to organisations that treat AI as a people project first, and a technology project second.”
Key findings:
- Over half of Australian workplaces (51%) are now using AI — yet nearly half of the workforce is either disconnected from it or unaware of its presence (39% say it's not used, 10% are unsure).
- Only 16% of employees say their employer is completely transparent about how AI might affect their role.
- Two-thirds (66%) of workers say human connection is ‘very essential’ in their jobs, with 94% believing AI will never replace compassion or empathy.
- 81% say they would be more willing to embrace AI if given proper training.
AI is spreading fast — but workers risk being left behind
Although Australians aren’t afraid of the technology itself, they’re frustrated by being excluded from decisions that directly affect their day-to-day work. The rollout is often invisible to those on the ground, with only one in six (16%) stating that their employer is completely transparent about AI’s impact, and nearly half (49%) indicating that they are either unaware of AI being used in their workplace or unsure how it applies to them.
Consultation is equally rare. 42% of workers say their company rarely or never asks for input before introducing new technologies, creating a quiet disconnect between decision-makers and frontline teams. Workers are not rejecting AI itself; they’re rejecting how it’s being introduced, with minimal dialogue, limited visibility, and little sense of agency.
Compared to their peers in the US (27%) and UK (28%), Australian workers are also the least informed about their rights and protections around AI use, with one in three (33%) admitting they’re unaware of them entirely.
The fear of being unprepared, not replaced
Contrary to the common narrative that AI threatens jobs, Australia’s frontline workers are more concerned about being left behind than replaced. The anxiety is not about automation — it’s about adaptation.
More than half (59%) of workers say they’re not worried about being replaced by AI, but they wish they had more training and preparation to use it effectively. Only one in four (25%) say they’ve received all the training they need, while more than a third (36%) report getting little to none. Even among those who’ve had some training, nearly four in ten (39%) wish they’d received more.
As AI becomes a routine part of frontline work, the challenge isn’t the technology itself — it’s ensuring workers are prepared, informed, and empowered.
The irreplaceable value of human connection
As AI becomes a routine part of frontline work, the challenge isn’t the technology itself, but ensuring workers are prepared for how to work together. While Australian workers recognise that AI can support their jobs, they also emphasise that two-thirds (66%) of their roles require a human or personal touch when interacting with customers and patients. Most see humans excelling where machines cannot — from building trust and connection (92%) and managing emotional needs (93%) to making ethical decisions (88%) — with 94% agreeing that compassion, emotional support, and empathy will always remain uniquely human strengths.
“This research is a powerful reminder that as AI becomes more integrated into frontline work, technology must serve people — not the other way around,” said Dan Schawbel, Managing Partner at Workplace Intelligence. “Shift workers are telling us they value AI’s efficiency but want to be part of the conversation about how it’s used. Employers have a critical opportunity to bridge this trust gap by being transparent, offering training, and ensuring their teams feel supported and empowered through the transition. The empathy, compassion, and human connection that define frontline roles can’t be automated — and organisations that recognise this balance between innovation and humanity will build stronger, more resilient workplaces for the future.”
Click below to download the report:
About the Better Together report
The Better Together Report, produced in partnership with Workplace Intelligence, is a first-of-its-kind study focused on understanding how shift workers experience and perceive AI technology in their day-to-day jobs. It explores what AI really means for the 2.7 billion people who clock in, not those behind desks, but the baristas, carers, nurses, and retail teams on the frontline. The report delves into how these workers feel about AI, the benefits and challenges they’re experiencing, and how it’s already affecting their stress levels, productivity, sense of value, and connection at work.
About Deputy
Deputy is the intuitive, people platform built specifically for shift work. Trusted by over 1.5 million shift workers and 380,000 workplaces in more than 100 countries, Deputy empowers managers to plan, adapt, and grow their businesses effectively, while giving teams greater control over their time and schedules. With AI-powered tools for effortless hiring, onboarding, forecasting, time tracking, compliance, and mobile-first communication, Deputy keeps every shift running smoothly, all in one platform. From flexible scheduling to real-time insights and accurate payroll, Deputy enables businesses to make smarter decisions and build stronger, more loyal teams. More than just software, Deputy is the innovative force behind better shifts and fairer workplaces. Discover how we’re improving the world of work, one shift at a time, at www.deputy.com and follow us on LinkedIn for the latest updates and insights.
