The AI Gap No One Is Talking About

It feels like not too long ago that our Wiley Workplace Intelligence research into AI (artificial intelligence) adoption painted a picture of a hesitant but curious workforce that had heard of this new technology but had not had the training or opportunity to start leveraging these tools with any regularity.

In contrast, the world of work in 2026 is saturated with news of different AI capabilities, tools, jobs, and generative chatbots that with the right training and access can save organizations time and money, transitioning energy to other areas of business growth. Like any technology, as the benefits have become more clearly identified, so have the potential areas of concern. Among them, the environmental impact of the data centers needed to power this technology, the real-world implications of a changing corporate ladder, and concerns about the accuracy of information generated by AI tools.

We surveyed 1,500 individuals about their sentiments towards AI. We explored if and how they leverage AI, and dove into how organizations can responsibly engage AI tools while keeping the core of what makes organizations succeed: human skills and intelligence.

AI Has Moved from Curiosity to Daily Reality

The story of AI in today's workplace is one of momentum, curiosity, and a growing gap between employee initiative and organizational support. More than half of employees (51%) are already using generative AI at work, signaling that AI has moved beyond experimentation and into everyday workflows. Among those using AI, sentiment is largely positive, with 55% expressing favorable views of the technology. Employees are not simply trying AI, they're increasingly finding value in it and incorporating it into how they work.

Employees Feel Ready, Even If Their Organizations Aren't

That growing comfort is reflected in how prepared employees feel. Two-thirds of AI users (66%) say they feel prepared to use AI effectively, yet only 20% believe their organization is equipping them well for success. This disconnect suggests that employees are taking responsibility for their own learning and development rather than waiting for formal guidance. In many organizations, AI adoption is happening from the ground up, driven by individual initiative rather than coordinated organizational strategy.

Learning Is Happening, but Mostly Through Self-Discovery

The training data reinforces this picture. Just 19% of AI users report receiving formal AI training, yet more than half (56%) say they trust AI-generated outputs. Employees are building confidence through hands-on experience, experimentation, and informal learning. While this self-directed approach has helped accelerate adoption, it also raises important questions about consistency, governance, and responsible use. As employees develop their own practices and standards, organizations risk creating uneven experiences across teams and functions.

AI's Role Is Expanding Beyond Productivity

Perhaps most notably, AI's influence appears to extend beyond productivity tasks. Nearly four in ten AI users (39%) are optimistic about AI's impact on the future workforce, and almost half of all employees (49%) say they would consider using AI to help navigate difficult workplace conversations. These findings suggest that employees increasingly see AI not just as a tool for efficiency, but as a resource that can support communication, decision-making, and professional growth. As organizations continue to explore AI's role in the workplace, the challenge will be ensuring that employee enthusiasm is matched with the guidance, training, and support needed to turn individual experimentation into sustainable organizational success.

AI Adoption Truths Organizations Can't Afford to Ignore

1. 1. Knowledge is the engine driving everything.
   When it comes to AI adoption, knowledge isn't just helpful, it's foundational. Employees with greater AI knowledge are significantly more likely to adopt AI, feel prepared to use it, view it positively, and remain optimistic about its impact on their work. In fact, moving from being only slightly knowledgeable to moderately knowledgeable is associated with substantial jumps in adoption, sentiment, and preparedness. If organizations want better AI outcomes, building AI literacy is the best place to start.
2. 2. The best way to improve sentiment is to increase usage.
   Employees who regularly use AI feel dramatically more positive about it than those who don't. Positive sentiment more than doubles among AI users, and daily users report the highest levels of optimism and confidence. The pattern is clear: familiarity reduces uncertainty. The more opportunities employees have to experiment with and apply AI in their work, the more likely they are to embrace its potential.
3. 3. Employees are learning AI, but mostly on their own.
   While many employees feel prepared to use AI, few feel adequately supported by their organizations. Most have built their confidence through informal learning, self-directed exploration, or no formal training at all. This creates inconsistencies in how AI is used across teams and increases the risk of uneven outcomes. Organizations have an opportunity to close this gap by providing clearer guidance, structured learning, and ongoing support that helps employees use AI effectively and responsibly.

The Future of AI Adoption Is a People Challenge

If the findings from this research tell us anything, it's that successful AI adoption has less to do with the technology itself and more to do with the people using it.

Employees are demonstrating a willingness to engage with AI. They're learning independently, experimenting with new tools, and building confidence through experience. But individual initiative can only take organizations so far. Without clear guidance, structured learning opportunities, and a shared framework for responsible use, organizations risk creating uneven experiences and missing out on AI's full potential.

The encouraging news is that the path forward is becoming clearer. Organizations don't need to convince employees that AI matters. Instead, they need to invest in the conditions that help employees use it effectively: building AI knowledge, creating opportunities for hands-on application, and providing the support employees need to develop confidence and trust.

As AI continues to reshape the workplace, the organizations that thrive won't necessarily be the ones with the most advanced technology. They'll be the ones that empower their people to understand it, use it, and grow alongside it.

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Wiley Workplace Intelligence conducts in-depth research on key workplace issues by gathering insights from individual contributors, managers, and leaders. Wiley Workplace Intelligence then analyzes these findings to provide actionable solutions that are shared in our blog.