Survey shows 74% of U.S. workers that interview with an AI agent would change their view of a company – with 37% seeing them as impersonal and 23% calling them innovative

SHL, the global leader in talent insight, today released new research revealing a significant AI trust gap in the U.S. workforce. While many workers are curious about AI, most are uneasy about how it’s shaping the future of work. A striking 74% of respondents admitted being interviewed by an AI agent would change their perception of that company, reflecting mixed feelings about innovation versus impersonality. While the majority are open to interacting with an AI interviewer, they still want human involvement and accountability in the process.

The research, based on survey responses from over 1,000 working adults in October, paints a complex picture: a workforce that is cautiously curious, ethically alert, and divided about how and when AI is used in the workplace. But the majority are embracing its benefits and open to developing the skills needed to stay ahead.

“AI can quickly shape the perception of a company as either innovative or impersonal,” said SHL’s Chief Science Officer Sara Gutierrez. “Most employees are open to AI that improves efficiency and consistency – and they place high value on employers being transparent about where and how it's used, particularly in decisions that impact careers.”

Gutierrez noted: “Employers shouldn’t be silent about how they’re using AI. Being open about AI’s purpose, design, and use builds trust and differentiates organizations. Our experience shows that when responsible AI is thoughtfully integrated into any talent workflows – particularly interviewing – and paired with open communication and human oversight, workers view it as innovative, efficient, and fair.”

Americans Don’t Fully Trust Employers’ Use of or Intentions Behind AI

The lack of trust in AI is a recurring theme in SHL’s survey: Only 27% of U.S. workers said they fully trust their employers to use AI responsibly, and 59% believe AI is making bias worse, not better.

Well more than half (56%) said they prefer humans – not algorithms – to review job applications, (58%) evaluate work performance, and make decisions that impact careers. Almost as many (53%) are concerned that AI will erode the human touch. Notably, 21% said they would prefer a return to a pre-AI workplace and job market.

So, while people may appreciate AI’s speed, they’re not convinced it has good judgment without human involvement: “Trust in AI has not kept pace with its deployment,” added Gutierrez. “Employees are fine with AI that brings speed and consistency, but want to see how it works, how it’s checked for bias, and who is ultimately accountable. Fairness and transparency aren’t optional extras; they’re essential features we can engineer, measure, and audit. Humans still need to set out the rules, review the evidence, and own the final decisions.”

Workers Are Ready to Learn AI Skills But Need Clarity and Support

AI-readiness is critical to career success; nearly half of U.S. workers say they’re ready to upskill for an AI-enabled workplace – with 48% willing to take online courses and nearly 29% willing to use personal time to build AI fluency and stay competitive. But even with this momentum, one in four workers report they aren’t sure what “AI skills” actually mean. Employees aren’t resisting change; they have an appetite for learning but are waiting for better guidance. This is a crucial opportunity for employers to shift to provide structured, supported, and meaningful AI skills development opportunities.

Gutierrez concluded: “The workforce is raising its hand, ready to learn, but too many don’t know where to start. This is a moment for organizations to step up. When companies invest in real, human-centered upskilling, they don’t just build capability – they build employability, confidence, and trust.”

Learn more about the survey findings and AI at Work in 2025 and access guidance on how transparent AI in talent assessment can drive internal mobility, unlock new career paths, and help close long-standing skills gaps in hiring and advancement.

About SHL

SHL, the global leader in talent insight, transforms businesses by leveraging the power of people, science, and technology. Our unrivaled, scientifically backed workforce data and highly validated talent solutions provide organizations with the insights needed to optimally leverage their people’s potential and maximize business outcomes. We equip recruiters and leaders with people insights at an organization, team, and individual level, accelerating growth, decision-making, and talent mobility and inspiring an inclusive culture that supports game-changing agility. For more information, visit shl.com.

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“AI can quickly shape the perception of a company as either innovative or impersonal,” said SHL’s Chief Science Officer Sara Gutierrez.