AI hiring tools deepen trust gap in U.S. workforce, SHL survey shows

NEW YORK, UNITED STATES — New research reveals a United States workforce deeply divided over the role of artificial intelligence (AI) in hiring and management, with widespread concerns about bias, transparency, and the erosion of human connection. 

The “AI at Work in 2025” survey from talent intelligence provider SHL, surveying 1,009 U.S. adults across generations and employment statuses, with a 5% margin of error, shows that while many employees recognize AI’s potential, trust remains fragile, and a significant generational gap shapes adoption.

“AI is not a technology issue – it’s a trust, capability, and culture issue,” the report notes.

U.S. workers fear AI bias, demand transparency in hiring

A majority of U.S. workers (58.6%) believe AI is increasing bias in the workplace, not reducing it, and over half (53.1%) fear it causes a loss of human touch. 

This skepticism is reflected in hiring: two-thirds (66%) of employees believe companies should be legally required to disclose AI use in the hiring process, and a majority (54.6%) would view a company as impersonal or uncaring if interviewed by an AI agent.

Trust in employers’ use of AI is notably fragile. Only 26.5% of employees report trusting their employer very much, while 26% express low or no trust at all. 

This is the central gap in the issue: this report finds that the future of AI in the workplace will not be determined by its potential, but by the trust it earns. 

As the report notes, “It is reshaping every stage of the employee lifecycle – from how people apply for jobs to how they’re measured and managed. But as this research shows, technology without transparency erodes trust.”

Employees are effectively demanding that fairness and transparency be listed as practical performance goals and that frequent audits and open communication be required before performance is accepted.

Employees want AI skills but lack clarity on what to learn

U.S. workers show a strong appetite for AI skill development, but are often hindered by a lack of clarity on what that entails. Nearly half (48%) of respondents expressed a willingness to take online courses or pursue certifications, and 28.6% would dedicate personal time outside work to learning AI skills. 

There is a major knowledge gap that is paralyzing the advancement. A quarter of workers (24.8%) are not aware of the meaning of AI skills, and only 44.8% consider them irrelevant to their jobs, despite these jobs demanding such skills. 

It is this type of confusion that presents a significant opportunity for employers to promote AI literacy as an integrated set of technical and human competencies, including curiosity and moral judgment. 

At present, 23.5% of people who attended college have heard about AI, indicating a systemic deficiency in basic education that employers now need to fill through systematic, facilitated upskilling.

The report states that, “[U.S] employees are cautiously engaging with AI at work, mainly for data and writing tasks. They’re willing to upskill, but many lack clarity on what ‘AI skills’ are and how to develop them, which may hold them back from applying for roles that require them.”

Younger workers embrace AI as older staff push back

Attitudes toward AI are sharply divided by generation, with younger employees being much more open than older ones. Most Millennials (65.6%) and Gen Z (62.6%) said they would be open to interviewing an AI agent, versus 36.3% of respondents aged 65 and beyond. 

Younger workers would also be less worried about AI analyzing their work performance: approximately half of Millennials and Gen Z are comfortable with it, compared with only 11.1% of Baby Boomers.

On the other hand, older generations’ skepticism and concern are higher. The 65+ age group has the highest proportion of those who feel AI creates bias (70.5%), followed by 70.0% who fear losing the human touch at the workplace. 

It can be noted that older employees (40.5%) express a desire to move to a place without AI, whereas 47.1% of Millennials are eager to take advantage of AI’s time-saving opportunities. 

Such a gap necessitates specific training and the implementation of organizational strategies that would merge the cyber-confidence of younger workers with psychological security and realistic education, making all the difference.

The report concludes, “There’s no doubt that AI will change work, but employers now face a pivotal choice: will they implement AI to replace people or to unlock their [people’s] potential and productivity?”

The SHL survey reveals a workforce at a crossroads, where the successful integration of AI into the future of work depends less on technological advancement and more on an employer-led cultural shift that actively builds trust, ensures transparency, and bridges the stark generational divide in acceptance.