The Role of AI in the Modern Workplace
Technology is meant to be a helpful tool, not a replacement for human intelligence. A long time ago, we conducted an experiment comparing ChatGPT with human support consultants. We collected the 50 most common and challenging questions our support teams receive from customers and had both AI and humans answer them.
This wasn’t just an exercise in curiosity. The results showed why we believe AI excels at processing data quickly but lacks the emotional depth that humans bring. Despite this, should business leaders encourage the use of AI in the workplace? My answer is a clear yes. I often think of the quote that says, “With a knife you can cut butter or you can kill a person.” The same applies to AI: it can be used to improve efficiency or cause harm if misused.
Why We Use AI Tools
At SupportYourApp, we have implemented AI tools that have been thoroughly reviewed and approved by our security team. We also conduct ongoing research to find new solutions that could enhance our team’s productivity. Additionally, we use our own in-house AI chatbot, Quidget. Initially developed to provide high-quality support to our clients, Quidget is now also used internally.
This internal application helps specialists and managers navigate our company’s internal landing page more efficiently. For example, if someone has a question and isn’t sure who to contact, Quidget can suggest the right department and guide them on how to reach the appropriate person.
Our experience integrating AI into daily operations has shown a significant increase in productivity. By automating routine tasks, we’ve managed to speed up individual work by 1.5 times. In today’s competitive business environment, such improvements are essential for optimizing resources.
Mitigating the Risks of Over-Reliance on AI
We don’t encourage people to hand over every task to AI. Instead, we advocate for a mindful approach, using AI only when the benefits clearly outweigh the risks. Overusing AI can hinder critical thinking, creativity, problem-solving, and learning from experience. It can also reduce accountability among employees, taking away valuable hands-on experience.
Another concern is data security. If not properly managed, AI tools can expose confidential information to third parties, which can damage a company’s reputation and compromise client security.
To address these risks, we promote responsible and purposeful use of AI. On a daily basis, this means using technology as a helpful tool rather than a substitute for human judgment. For more complex cases, we have established checks and compliance processes. When our research and development team discovers a new AI tool, they evaluate its potential risks. For instance, if a tool collects user data, we would not approve its use within the company.
The Importance of Attitudes in AI Adoption
The discussion about whether executives should encourage the use of AI in the workplace goes beyond a simple analysis of risks and benefits. It also involves the beliefs and preconceptions within the team. Recent statistics about AI in the workplace highlight why attitudes matter.
A 2025 report by McKinsey found that employees are ready to use AI at work, but leadership remains the biggest barrier to success. Two key findings stood out. First, only 1% of leaders said their companies were “mature” in using AI, meaning it was fully integrated into business processes and had a significant impact on results. Second, business leaders underestimated how much their employees already relied on generative AI. While C-suite leaders believed only 4% of employees used AI for 30% or more of their daily work, around 12% of employees admitted to doing so.
Another survey by the Pew Research Center added more context. Younger individuals with at least a bachelor’s degree reported using AI the most or believed some of their tasks could be done with it. However, nearly half of workers across all age groups expressed concerns about how AI might be used in the future.
These numbers reveal a typical scenario where leaders feel it’s too early to rely on AI, younger employees integrate it regardless, and many others feel anxious about the change. The attitudes of leaders and their teams play a crucial role in implementing any kind of transformation, especially one as disruptive as AI.
AI as a Tool for Optimization
The main reason for this conversation is the strong temptation AI brings: optimization. Like any other tool, AI can speed up work or achieve the same results with fewer resources.
Understanding how it works is essential to using any tool effectively. If used wisely, AI can deliver impressive results. If misused, it can waste time and even cause harm.
Our experience shows that AI truly shines when paired with human judgment. It’s the combination of technology and human insight that leads to the best outcomes.