With artificial intelligence (AI) continuing to reshape the workplace, its adoption has surged, with 61% of businesses increasing their use of AI tools in 2024, says a Freshworks report. The trend is largely driven by employee demand for tools that eliminate tedious tasks and enable creativity, mentorship and professional growth.
The report indicated that employees are already reaping benefits, with 98% saying that they are saving time thanks to AI, and 38% crediting it with helping them secure raises or promotions.
However, the journey to fully realize AI’s potential isn’t without hurdles: Nearly 90% of employees admit they lack expertise in using AI tools, and 73% cite training as essential for success. Meanwhile, only 2% of organizations have the talent, data and technology to launch effective AI initiatives, creating a significant skills gap.
“AI adoption has been uneven, with large businesses leading the way,” said Abe Smith, chief of global field operations at Freshworks. “In 2025, we expect to see a shift toward affordable, intuitive platforms that make AI accessible for small- and mid-sized companies, addressing this gap.”
Employee-Centric AI Adoption
Employee enthusiasm is also helping shape AI adoption strategies. Workers are willing to sacrifice perks like remote work or company events to access AI tools, with 46% considering job changes for better AI integration. Smith explained, to meet this demand, businesses are focusing on usability and training, with “68% of leaders willing to support AI-related training for their workforce.”
“Employees want tools that ‘just work’ with minimal training,” he said. “Organizations should invest in intuitive designs and upskilling programs.”
This employee-driven demand aligns with leadership priorities. Nearly 45% of senior leaders plan to create AI-specific roles, while 55% are factoring AI skills into promotion decisions. The report revealed CIOs are also leveraging grassroots AI experimentation to identify innovative applications and scale them company-wide.
“CIOs can foster a culture of innovation by celebrating AI wins across teams,” Smith said. “Recognition and shared success stories can turn AI into a peer-driven transformation, fostering broader adoption and creativity.”
Addressing Operational Challenges
Despite progress, challenges like integrating AI with existing systems and overcoming skills deficit persist. Smith advises organizations to reassess software vendors and prioritize AI-enhanced solutions.
“Businesses should evaluate whether their current platforms align with AI goals and invest in vendors with robust AI roadmaps,” he said. “This, combined with empowering IT teams to lead AI transformations, will lay the groundwork for an AI-first culture.”
Customer service teams, in particular, present a mixed picture. While 74% of agents say AI has improved their perception of the technology, 40% operate without official AI policies, highlighting a need for clearer guidance.
“AI’s potential to enhance customer experiences is immense, but organizations must address these gaps,” Smith said. “By aligning AI strategies with employee needs and operational goals, businesses can unlock its full potential.”
A Cultural Shift
AI adoption is also prompting a cultural shift. Employees report spending three hours daily on monotonous tasks, a significant drain on productivity and engagement. By framing AI as a tool for creativity and mentorship, businesses can redefine workflows and improve job satisfaction.
“Showcasing AI’s impact on eliminating busywork and enabling meaningful projects fosters positivity,” Smith said. “When employees see AI as a partner rather than a disruptor, they’re more likely to embrace it.”
As 2025 approaches, businesses face the dual challenge of scaling AI adoption while addressing skills gaps and fostering a culture of innovation. With the right strategies, AI can transform not only operations but also the workplace experience, driving long-term value for both employees and organizations.
