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1、JUNE 2023AI at Work:What PeopleAre SayingExecutive summaryWe surveyed nearly 13,000 peoplefrom executive suite leaders to middle managers and frontline employeesin 18 countries to understand their thoughts,emotions,and fears about AI.Respondents today are optimistic about how AIand generative AI,in
2、particularwill affect their work,even more so than five years ago,feeling that it will save them time and promote innovation in their roles.But that level of excitement varies considerably by seniority and by country.Within organizations,those at the top are far more positive about the technology,wh
3、ile frontline employees find it significantly more worrisome.There are also some deep-seated concerns,including that companies are not taking adequate measures to ensure responsible use of AI and that more upskilling is needed to prepare for expected changes to work.Plus,regulations are not yet in p
4、lace but are seen as necessary and important.What can be done to address these gaps?One option is to encourage employees to use generative AI responsibly.Comfort level plays an important role,as using generative AI tools more regularly boosts positive sentiments about AI at work throughout the organ
5、ization.of all respondents rank optimism as one of their top two sentimentsa 17-point jump from 2018 52%decline in concern compared to five years agothe steepest drop recorded in the survey10ppsay they already use generative AI tools at least several times a week 26%amount by which frontline employe
6、es are less optimistic than leaders;they are also nearly twice as concerned20ppsize of the gap separating the most optimistic and least optimistic countries31ppof respondents believe that they will need upskilling,but just 14%of frontline employees say that theyve received training 86%of frontline e
7、mployees believe that their companies have implemented adequate measures to ensure responsible use of AI,while 68%of leaders feel the same 29%of all respondents consider AI-specific regulation necessary 79%What is the impact of AIand generative AIon work?Optimism is rising,and concern is fallingSour
8、ces:AI Have No Fear survey(2018),n=7,077 in 7 countries(Canada,China,France,Germany,Spain,UK,US);AI at Work survey(2023),n=12,898 in 18 countries(Australia,Brazil,Canada,France,Germany,India,Italy,Japan,Kuwait,Netherlands,New Zealand,Oman,Qatar,Saudi Arabia,Spain,UAE,UK,US).Note:Proportion of respon
9、dents who ranked the sentiment in their top two.pp=percentage points.61%52%30%26%14%60%35%40%17%21%20232018The top five sentiments about AIs impact on work in 2023 and 2018OptimismConcernIndifferenceConfidenceCuriosity+17pp10ppOptimism grows with familiarity,and respondents who use generative AI reg
10、ularly are far more bullish than those who have never tried itSource:AI at Work survey(2023),n=12,898 in 18 countries.Note:Proportion of respondents selecting the feeling in their top two.“Regular users”are respondents who use generative AI at least weekly;“rare users”are respondents who use generat
11、ive AI at least monthly.OptimismConcern62%RegularusersRareusersRareusers55%Nonusers36%Regularusers22%27%Nonusers42%The sentiments of leaders and frontline employees difer sharplySource:AI at Work survey(2023),n=12,898 in 18 countries.Note:Proportion of respondents selecting the feeling in their top
12、two.42%FrontlineemployeesManagersLeadersFrontlineemployeesManagersLeaders54%62%39%28%22%OptimismConcernSource:AI at Work survey(2023),n=12,898 in 18 countries.Note:Proportion of respondents selecting the feeling in their top two.BrazilMiddleEastGlobal sentiments vary considerably,as demonstrated by
13、the ranges of optimism and concern about AI in the workplaceMost optimisticMost concernedLeast optimisticLeast concernedBrazilIndiaMiddleEast71%India60%58%France41%Japan38%Netherlands42%Japan40%US46%Netherlands44%25%19%14%Source:AI at Work survey(2023),n=12,898 in 18 countries.Note:“Regular users”ar
14、e respondents who use generative AI at least weekly;“rare users”are respondents who use generative AI at least monthly.1These figures are based on US Bureau of Labor Statistics data,weighted to reflect an 85%/10%/5%split of frontline employees,managers,and leaders,respectively.For this highlighted p
15、ercentage,n=4,302.Regular usersRare usersNonusersAn overwhelming majority of leaders say that they use generative AI tools regularlyManagersFrontlineemployeesLeadersof respondents say they have experimented with generative AI at least once1already use it several times a week146%26%80%46%12%23%8%31%6
16、0%20%20%Source:AI at Work survey(2023),n=12,898 in 18 countries.36%of respondents think that their job is likely to be eliminated by AI 86%believe that they will need upskilling to address how AI will change their jobsof frontline employees say that they have already gone through upskilling44%of lea
17、derssay that they have done so14%44%Are organizations using AI responsibly?It depends on who you askof leaders feel confident about their organizations responsible use of AIof frontline employees believe that their companies have implemented adequate measures to ensure AI is used responsibly 68%29%S
18、ource:AI at Work survey(2023),n=12,898 in 18 countries.IndiaSpainItalyBrazilFranceUKMiddle EastUSGermanyJapan79%89%88%84%83%83%81%Netherlands76%Australia/New Zealand79%Canada77%76%74%73%64%of all respondents believe that AI-specific regulations are necessaryA majority holds across all countries surv
19、eyed,but to varying degrees.Source:AI at Work survey(2023),n=12,898 in 18 countries.The bottom line for leaders:Three key recommendations 1.Ensure that there are spaces for responsible experimentation Comfort levels with technology play a key roleThe more regularly employees use AI and generative AI
20、,the more clearly they recognize its benefitsas well as its limitations and risks2.Invest in regular upskillingTraining is essential and must be done continuouslyGiven how swiftly technology evolves,organizations cannot treat upskilling as a one-off effort;they must invest in training to help employ
21、ees adapt to the ways AI will change their jobs 3.Prioritize building a responsibleAI programThe responsible use of AI is paramountEmployees want reassurance that their organizations are approaching AI and generative AI ethically,and leaders want to be in a position to help frame emerging AI regulat
22、ionsSource:BCG analysis.USFranceSpainItalyMiddleEastBrazilGermanyUKNetherlandsIndiaCanadaAustralia/New ZealandJapanSurvey parameters12,898respondents28%51%21%Role in thecompanyNumber of respondents by country/regionFrontline employeesManagers1,195Australia/New Zealand1,126Middle East1,066Spain1,026C
23、anada1,026Germany1,013US1,008Italy1,008UK1,002France1,001Japan1,000Brazil1,000India427NetherlandsSource:AI at Work survey(2023),n=12,898 in 18 countries.1Only the Netherlands and countries in the Middle East include data for companies with revenues of less than$500 million.Leaders6%26%19%16%33%16%25
24、%20%39%Number of employees at the companyCompany revenues$500m1$500m$1b$1b$2b$2b$5b11,0001,0015,0005,00110,00010,001+DisclaimerThe services and materials provided by Boston Consulting Group(BCG)are subject to BCGs Standard Terms (a copy of which is available upon request)or such other agreement as m
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