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“The challenge is not a lack of technology, but a lack of alignment with the realities of work”: study claims that workers use unapproved artificial intelligence tools at work, despite knowing the risks

“The challenge is not a lack of technology, but a lack of alignment with the realities of work”: study claims that workers use unapproved artificial intelligence tools at work, despite knowing the risks

Many workers still can't get to grips with AI at work, and disconnecting from leaders doesn't help
Mitel discovers that 71% have used unapproved communication tools for work purposes
And 71% of workers say they feel pressured to “make things work” with tools that aren't designed for their needs.

Workers are struggling to understand how to best use artificial intelligence tools for their daily tasks due to a growing disconnect between employers and their employees, according to new research.

A new study from Mitel found that AI tools are often misaligned with how employees actually work, leading to widespread frustration.

This is leading many workers to bring in their own familiar tools from outside of work, potentially exposing their organization to security threats and other risks.

AI Clash

The study found that 71% of workers admitted to using unapproved communication tools for work-related purposes, increasing the risk of data exposure, compliance violations, cybersecurity threats, and loss of visibility and control.

A similar proportion (71%) said they felt pressured to simply “make things work” with tools that were not designed for their needs, showing the apparent disengagement or disinterest of senior management.

Overall, while just over half (51%) of workers said they regularly use AI tools, only 37% reported being very comfortable using them in their daily work; and 70% said they felt their organization does not adequately support the use of AI.

“Organizations are making significant investments in artificial intelligence, communications infrastructure and modernization,” said Eric Hanson, CMO of Mitel. “However, more than half of employees say these tools are insufficient when it matters most.

“The challenge is not a lack of technology, but a lack of alignment with the realities of work. In fast-moving, high-pressure, and increasingly mobile environments, communication must be immediate, reliable, and contextually appropriate, or risk failing precisely when it is needed most.”

“Closing the experience gap is now essential to regain control and ensure communications investments translate into real-world performance and impact.”

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