Talk of AI’s potential as a core part of the future of work is constant, but reality reveals a significant gap between high expectations and how AI is actually being used in day-to-day operations across offices and teams. A recent study conducted by GoTo in collaboration with Workplace Intelligence surveyed 2,500 employees and tech leaders globally. The findings show that AI remains more of a promise than a practical, integrated tool in the workplace.
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The study highlights a clear contradiction: 62% of employees believe AI is overhyped, yet 86% admit they don’t use it to its full potential. Additionally, 82% of employees say they don’t fully understand how to apply AI in their daily work, while only 49% of tech leaders recognize this lack of understanding. Trust in AI's reliability is also low—86% of employees expressed doubts about the accuracy of AI results, compared to just 53% of tech leaders. This mismatch in perception has been labeled the “trust and understanding gap.”
One of the study’s most striking findings is that employees spend an average of 2.6 hours per day—or 13 hours per week—on tasks that could be automated using AI. In the U.S. alone, this time adds up to an estimated $2.9 trillion in lost productivity annually. This points to a huge untapped opportunity for improving efficiency and productivity through AI adoption, which in turn calls for more effective training and the integration of AI as a central support tool in everyday work.
Alarmingly, 54% of employees are using AI to handle high-priority or sensitive tasks, even if those tasks fall outside their company’s formal AI usage policies. Meanwhile, only 45% of companies have clear guidelines on how AI should be used. This increases the risk of misuse or poor judgment, highlighting the urgent need for proper training and clear organizational frameworks for ethical and safe AI implementation.
Employees have expressed a clear need for access to AI tools tailored to their specific roles, but only 40% currently have those tools—dropping to just 30% in small businesses. While 95% of tech leaders acknowledge the importance of tools like data analytics and security monitoring, only 69% say those tools are actually available. This gap in access is a major barrier to achieving the benefits AI promises.
It’s evident that adopting AI isn’t just about installing software—it requires a well-rounded strategy focused on removing adoption barriers. According to 77% of tech leaders, spending just $20 per employee per month could save an hour of work each day. Having clear internal policies is also essential to guide responsible and ethical AI use. Moreover, training remains critical: 81% of employees and 71% of tech leaders agree on the need for better AI-related education and development. While 72% of organizations track AI productivity, few are measuring its effects on important human factors like employee satisfaction, service quality, or overall workplace well-being.
What the GoTo study reveals is essentially a wake-up call. AI is not just a buzzword or marketing slogan—it’s a powerful tool that requires strong infrastructure, serious training, and consistent evaluation of its impact. If organizations continue to adopt AI without clear plans or proper support, missed opportunities will keep piling up, dragging down productivity and performance. However, the path forward is clear. With smart planning, thorough training, and real technical readiness, AI can move from being a distant promise to an everyday force that truly transforms the way we work—and becomes a real competitive advantage.
