"A recent Gallup survey of more than 23,000 U.S. workers showed that only 10 percent use AI daily, while 23 percent use it at least a few times per week. The survey, taken in the third quarter of 2025, found that 37 percent said their companies were using AI to improve quality, efficiency, and productivity. These numbers sound low compared to what we are hearing from our Inc. Leadership Forum members, who are exploring the technology for these reasons, but also many more."
"We've used LLMs to power content moderation on our site for over six years, and we keep expanding AI to reduce processing delays so managers can focus on core work that requires a human touch. We also want to bring AI benefits to consumers. As companies shift customer service to AI, consumers should be able to use it too, so they can resolve issues faster and avoid time on hold."
A Gallup survey of more than 23,000 U.S. workers showed only 10 percent use AI daily and 23 percent use it a few times weekly, with 37 percent reporting company AI use for quality, efficiency, and productivity gains. Leadership Forum members report broader AI adoption across operations. Examples include using LLMs for content moderation to reduce processing delays and free managers for human-centered tasks. Companies aim to extend AI benefits to consumers via customer-service automation, while monitoring analytics, treating AI as complementary because it lacks empathy, and conducting ongoing testing.
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