BCG-人工智能在工作：人們在說什么 AI at Work What People Are Saying

AIatWork:

WhatPeople

AreSaying

JUNE2023

Executive

summary

Wesurveyednearly13,000people—from

executivesuiteleaderstomiddlemanagers

andfrontlineemployees—in18countries

tounderstandtheirthoughts,emotions,

andfearsaboutAI.

RespondentstodayareoptimisticabouthowAI—andgenerativeAI,inparticular—willa?ecttheirwork,evenmoresothan?veyearsago,feelingthatitwillsavethemtimeandpromoteinnovationintheirroles.

Butthatlevelofexcitementvariesconsiderablybyseniorityandbycountry.Withinorganizations,thoseatthetoparefarmorepositiveaboutthetechnology,whilefrontlineemployees?nditsigni?cantlymoreworrisome.

Therearealsosomedeep-seatedconcerns,includingthatcompaniesarenottakingadequatemeasurestoensureresponsibleuseofAIandthatmoreupskillingisneededtoprepareforexpectedchangestowork.Plus,regulationsarenotyetinplacebutareseenasnecessaryandimportant.

Whatcanbedonetoaddressthesegaps?OneoptionistoencourageemployeestousegenerativeAIresponsibly.Comfortlevelplaysanimportantrole,asusinggenerativeAItoolsmoreregularlyboostspositivesentimentsaboutAIatworkthroughouttheorganization.

52%

WhatistheimpactofAI—andgenerativeAI—onwork?

ofallrespondentsrankoptimismasoneoftheirtoptwosentiments—a17-pointjumpfrom2018

26%

saytheyalreadyuse

generativeAItoolsat

leastseveraltimesa

week

10pp

declineinconcern

comparedto?veyears

ago—thesteepestdrop

recordedinthesurvey

86%

ofrespondentsbelieve

thattheywillneed

upskilling,butjust14%of

frontlineemployeessay

thatthey’vereceived

training

20pp

amountbywhichfrontline

employeesareless

optimisticthanleaders;

theyarealsonearlytwice

asconcerned

29%

offrontlineemployeesbelievethattheircompanieshaveimplementedadequatemeasurestoensureresponsibleuseofAI,while68%ofleadersfeelthesame

31pp

sizeofthegapseparating

themostoptimisticand

leastoptimisticcountries

79%

ofallrespondentsconsiderAI-speci?cregulation

necessary

Curiosity

30%

40%

Thetop?vesentimentsaboutAI’simpactonworkin2023and2018

Optimismisrising,

andconcernis

falling

Sources:AIHaveNoFearsurvey(2018),n=7,077in7countries(Canada,China,France,Germany,Spain,UK,US);AIatWorksurvey(2023),n=12,898in18countries(Australia,Brazil,Canada,France,Germany,India,Italy,Japan,Kuwait,Netherlands,NewZealand,Oman,Qatar,SaudiArabia,Spain,UAE,UK,US).

Note:Proportionofrespondentswhorankedthesentimentintheirtoptwo.pp=percentagepoints.

Optimism

Concern

Con?dence

Indi?erence

61%

60%

52%

+17pp

35%

–10pp

26%

17%

14%

2023

21%

2018

Optimism

Optimismgrowswithfamiliarity,andrespondentswhousegenerativeAIregularlyarefarmorebullishthanthosewhohavenevertriedit

62%

55%

36%

Regular

users

Nonusers

Rare

users

Source:AIatWorksurvey(2023),n=12,898in18countries.

Note:Proportionofrespondentsselectingthefeelingintheirtoptwo.“Regularusers”arerespondentswhousegenerative

Concern

42%

27%

22%

Regular

users

Nonusers

Rare

users

AIatleastweekly;“rareusers”arerespondentswhousegenerativeAIatleastmonthly.

Thesentimentsofleadersandfrontlineemployeesdi遷ersharply

Concern

Optimism

62%

54%

42%

39%

28%

22%

Leaders

Frontline

Leaders

Managers

Managers

Frontline

employees

employees

Source:AIatWorksurvey(2023),n=12,898in18countries.

Note:Proportionofrespondentsselectingthefeelingintheirtoptwo.

42%

60%

58%

38%

71%

Globalsentimentsvaryconsiderably,asdemonstratedbytherangesofoptimismandconcernaboutAIintheworkplace

46%

40%

44%

14%

25%

Mostoptimistic

Mostconcerned

41%

BrazilIndiaMiddle

East

NetherlandsFranceJapan

Leastoptimistic

Leastconcerned

19%

MiddleEast

India

USNetherlandsJapan

Brazil

Source:AIatWorksurvey(2023),n=12,898in18countries.

Note:Proportionofrespondentsselectingthefeelingintheirtoptwo.

46%

ofrespondentssaythey

haveexperimented

withgenerativeAI

atleastonce1

alreadyuseitseveraltimesaweek1

26%

Source:AIatWorksurvey(2023),n=12,898in18countries.

Note:“Regularusers”arerespondentswhousegenerativeAIatleastweekly;“rareusers”arerespondentswhousegenerativeAIatleastmonthly.1These?guresarebasedonUSBureauofLaborStatisticsdata,weightedtore?ectan85%/10%/5%splitoffrontlineemployees,managers,andleaders,respectively.Forthishighlightedpercentage,n=4,302.

AnoverwhelmingmajorityofleaderssaythattheyusegenerativeAItoolsregularly

Leaders

Managers

Frontline

employees

8%12%

80%

46%

23%

31%

60%

20%

20%

NonusersRareusersRegularusers

36%

86%

believethattheywillneedupskillingtoaddresshowAIwillchangetheirjobs

44%

14%

44%ofleaders

saythattheyhave

doneso

offrontlineemployees

saythattheyhavealready

gonethroughupskilling

Source:AIatWorksurvey(2023),n=12,898in18countries.

ofrespondentsthink

thattheirjobislikelyto

beeliminatedbyAI

AreorganizationsusingAIresponsibly?Itdependsonwhoyouask

offrontlineemployees

believethattheircompanies

haveimplementedadequate

measurestoensureAIis

usedresponsibly

29%

Source:AIatWorksurvey(2023),n=12,898in18countries.

68%

ofleadersfeelcon?dent

abouttheirorganization’s

responsibleuseofAI

79%

India

ofallrespondentsbelievethatAI-speci?cregulations

arenecessary

Amajorityholdsacrossallcountries

surveyed,buttovaryingdegrees...

Source:AIatWorksurvey(2023),n=12,898in18countries.

Spain

Italy

Brazil

France

UK

Australia/NewZealand

Canada

Netherlands

MiddleEast

US

Germany

Japan

89%88%84%83%83%81%79%77%76%76%74%73%

64%

Source:BCGanalysis.

Thebottomlineforleaders:Threekeyrecommendations

1.

Ensurethattherearespacesforresponsibleexperimentation

Comfortlevelswithtechnologyplayakeyrole

ThemoreregularlyemployeesuseAIandgenerativeAI,themoreclearlytheyrecognizeitsbene?ts—aswellasitslimitationsandrisks

2.

Investinregularupskilling

Trainingisessentialandmustbedonecontinuously

Givenhowswiftlytechnologyevolves,organizationscannottreatupskillingasaone-o?e?ort;theymustinvestintrainingtohelpemployeesadapttothewaysAIwillchangetheirjobs

3.

PrioritizebuildingaresponsibleAIprogram

TheresponsibleuseofAIisparamount

EmployeeswantreassurancethattheirorganizationsareapproachingAIandgenerativeAIethically,andleaderswanttobeinapositiontohelpframeemergingAIregulations

Canada

US

Surveyparameters

12,898

respondents

Roleinthe

company

21%

28%

Frontlineemployees

Managers

Leaders

51%

Companyrevenues

19%

16%

26%

33%

6%

<$500m1$500m–<$1b$1b–<$2b$2b–<$5b>$5b

Numberofemployeesatthecompany

39%

16%

20%

25%

1–1,0001,001–5,0005,001–10,00010,001+

Numberof

respondentsbycountry/region

UK

Netherlands

Italy

FranceSpain

Germany

Japan

India

Middle

East

Brazil

NewZealand

Australia/

Australia/NewZealand

MiddleEast Spain CanadaGermany

US

Italy

UKFrance

Japan

Brazil IndiaNetherlands

1,195

1,126

1,066

1,026

1,026

1,013

1,008

1,008

1,002

1,001

1,000

1,000

427

Source:AIatWorksurvey(2023),n=12,898in18countries.

1OnlytheNetherlandsandcountriesintheMiddleEastincludedataforcompanieswithrevenuesoflessthan$500million.

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