While AI's impact on knowledge workers is widely discussed, its potential to improve frontline work is equally significant. Jobs involving repetitive tasks, like invoice processing, schedule management and customer support, can benefit greatly from AI-enabled process improvements. However, frontline workers tend to have shorter tenures, making employers hesitant to invest in technology for these roles.

This reluctance leads to challenges in frontline productivity and morale. IDC’s 2023 Future of Work Decision-Maker Survey highlights these key issues: High employee churn (41%), insufficient training resources (38%), outdated technology (37%) and feelings of alienation among frontline workers (30%).

This whitepaper explores how AI can address these challenges, enhancing productivity and engagement for frontline workers.