Workers embarrassed to ask help with workplace AI use

INTOO has published research showing that 42% of U.S. workers are embarrassed to ask colleagues for help with new technology, highlighting a cultural barrier to workplace AI use.

The study, conducted by The Harris Poll among 1,158 full-time and part-time employed adults in the United States, found that uncertainty and reluctance are shaping how staff use artificial intelligence at work. One in five respondents said they were unclear about what was acceptable when using AI for work-related tasks, while one in four said they would not feel comfortable telling others in their organisation they had used AI to complete a task.

Those findings sit alongside strong confidence in the technology. More than half of workers surveyed, 52%, described themselves as experts at using AI for work-related tasks, while 63% said their knowledge of AI for work made them more valuable employees.

The contrast suggests adoption is moving faster than workplace norms. Employees appear willing to use AI tools, but many are doing so without clear rules or open discussion with colleagues and managers.

Silent use

INTOO described this pattern as silent AI usage, with workers experimenting informally and with little visibility inside their organisations. The concern raised by the data is less whether people are trying the tools than whether employers know how they are being used.

That matters because AI can affect how work is produced, checked and shared. If employees are unsure what is permitted, companies may struggle to apply consistent standards across teams. If workers avoid mentioning their AI use, managers may also find it harder to identify where support or training is needed.

The survey also found a generational divide. Workers aged 18 to 34 were more likely than older groups to say they felt confident in their AI skills, with 63% of younger respondents describing themselves that way, compared with 39% of those aged 45 and above.

Yet younger staff were also the most likely to say they would feel embarrassed asking co-workers for help with new technology. Among those aged 18 to 34, 55% reported that discomfort, compared with 35% of workers aged 35 and above.

That combination points to a tension in the early use of AI at work. Younger employees may be more ready to adopt new tools, but they may also feel pressure to appear fluent in them, making it harder to ask basic questions or admit uncertainty.

Mixed attitudes

The polling suggests workers do not hold a single view of what AI means for their jobs. Some respondents saw it as a route to greater value at work, while others remained anxious about its effect on employment.

Just over a third, 34%, said they were worried AI could replace their jobs within two years. A larger group, 59%, said they were not concerned, suggesting anxiety about job loss has not become the dominant response even as AI tools spread.

The findings add to a broader debate among employers over how to handle AI in office work and other professional settings. Many companies have introduced or allowed tools such as ChatGPT, but internal policy often lags behind employee experimentation.

In practice, that can leave staff navigating issues such as data handling, disclosure, quality control and authorship with limited guidance. It can also create uneven habits across teams, with some managers encouraging experimentation and others taking a more cautious approach.

Greenland said the survey pointed to a cultural rather than technical problem.

"This isn't a technology gap; it's a culture gap. Employees are clearly motivated to use AI and see its value, but many don't feel safe being transparent about how they're using it or asking for help. With AI advancing at a rapid pace, organizations can't afford to have employees learning in isolation or falling behind. When adoption happens in the shadows, companies risk inconsistent practices, missed innovation, and a workforce that can't keep pace with the speed of change," said Mira Greenland, Chief Revenue Officer, INTOO.

INTOO said employers should focus on clearer internal guidance and make it easier for workers to discuss AI use openly. Its recommendations included practical rules on acceptable use, visible support from leaders and a working environment in which staff feel able to ask questions.

That reflects a shift in how workplace AI is being viewed. The issue is no longer only whether workers have access to the tools, but whether employers have created conditions for those tools to be used consistently and discussed without stigma.

Greenland argued that openness, rather than quiet experimentation, will separate employers that manage the technology well from those that do not.

"AI is already embedded in how work gets done. The organizations that will lead are the ones that build cultures where people can use these tools openly, learn from each other, and grow together-not quietly on their own," Greenland said.