AI means communication at work matters more than ever

It may seem counterintuitive, but as many Americans’ working lives become enmeshed with AI tools and platforms, it is our human skills that will matter more than ever.

“As AI takes over more operational tasks, our human ability to convey ideas, foster connections, and create impact through communication becomes indispensable,” says Stanford University lecturer Matt Abrahams.

AI adoption is robust, according to recent data from the U.S. Census Bureau. It has tracked adoption across 1.2 million firms in the U.S. and found that adoption rates rose to 9.2 percent in the second quarter of this year, from 7.4 percent in the previous three-month period.

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To put this in context, AI adoption is likely to soon cross the 10 percent threshold that took U.S. e-commerce 24 years to reach.

Of course, some industries are adopting AI at a faster rate. Healthcare, finance and banking, retail and ecommerce, manufacturing and transportation and logistics are among the sectors where AI adoption rates of 25-30 percent are common.

Already, Microsoft is relying on AI to complete 20-30 percent of its coding work, and at PayPal, about 80 percent of its customer support interactions are now handled by AI.

Additionally, the Census Bureau’s research identified that two-thirds of subtitle creation at leading online video platforms for global streaming are created by AI.

Recent Gallup research has also found that the use of AI at work is gaining pace. In the past two years, the percentage of U.S. employees who use AI a few times a year or more has nearly doubled, from 21 percent to 40 percent.

Daily use has doubled in the past 12 months alone, from 4 percent to 8 percent. Gallup also confirms that those in white-collar roles are leading AI adoption, with 27 percent reporting frequently using AI at work.

In comparison, those working in production and on the front-line are using AI less than before: down from 11 percent in 2023 to 9 percent in 2025.

Workers are utilizing AI chatbots and tools such as ChatGPT, Gemini, or Copilot for tasks like research, editing, or drafting content.

Rise of AI in recruiting

One area where artificial intelligence is rapidly changing workplace dynamics is at the very beginning; hiring.

In early 2025, a poll of more than 4,000 HR leaders and employees found that 41% of HR professionals used AI recruiting tools like skill assessments to deal with the deluge of AI-assisted applications.

From improved candidate communication to streamlining resume parsing, AI tools can reduce human bias and free up human recruiters to focus on building real connections.

In practice, this means that applicants may interact with an AI-powered agent as a first touchpoint, and will have their resume assessed by another AI agent that will rank their skills and experience.

Battle of the bots

But as employees become more and more comfortable with AI and see its benefits for time savings, some Americans worry that they may be handing their livelihoods to a machine.

In some cases, this is true; customer service agents, clerks and junior administrative assistants, for example, are more vulnerable to automation.

But in the midst of this automation revolution, a new opportunity emerges.

AI excels at processing information and automating tasks, but it can’t mimic or compensate for soft skills like emotional intelligence, creativity, and complex problem-solving.

“While AI tools can elevate our communication efforts, they should complement, not substitute, our human empathy. Integrating AI in a way that supports our authentic voice can maximize our impact and maintain genuine connections,” says Stanford’s Matt Abrahams.

That thinking is backed up by the most recent Future of Jobs report from the World Economic Forum. It found that seven out of 10 companies consider analytical thinking as essential for employees.

This is followed by resilience, flexibility and agility, along with leadership and social influence. This underscores the critical role of adaptability and collaboration alongside cognitive skills.

Creative thinking, motivation, and self-awareness are also vital for workers to succeed. The WEF points out that it is this combination of cognitive, self-efficacy and interpersonal skills which actually contribute to an agile, innovative and collaborative workforce.

AI has its place: it can make parts of your job quicker and more efficient thanks to its task automation capabilities. Having knowledge of AI tools and platforms can also give you a leg up, as employers are looking for workers who are confident and capable with the use of AI to augment their roles.

But as of yet, the technology can’t substitute for the human traits that matter so much. It can’t have a conversation with a co-worker to quickly solve a problem. And it can’t use the human nuance good communicators employ to find solutions that work for all stakeholders.

It’s important to keep in mind however, that while AI won’t take your job, someone using AI probably will. It’s a wise approach to take as the sands shift in the U.S. labor market. 

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