GenAI reshaping workplace communication and skills, research finds 

Three years after ChatGPT’s launch, Generative AI is changing how workers communicate, collaborate and develop skills, according to new global research from The Adaptavist Group. 

The survey of 4,000 knowledge workers and 900 business leaders across the UK, US, Canada and Germany found that 32 per cent of workers speak to colleagues less since using GenAI. A quarter (26 per cent) said they would rather engage in small talk with an AI chatbot than with a human, rising to 32 per cent among business leaders responsible for AI deployment. 

Workers reported using AI across a wide range of tasks previously handled by humans. Nearly half of AI implementers (48 per cent) consult AI on legal or policy issues and 41 per cent use it for HR-related matters. The preference for AI-led interaction was highest among younger professionals aged 25 to 44 (30 per cent), compared with 15 per cent of those aged over 55. 

The study also indicates a gender difference in communication trends. Thirty-six per cent of men said they now speak to colleagues less, compared with 28 per cent of women. 

A third of workers (35 per cent) believe they are “addicted” to using GenAI. 

More than a quarter of respondents (26 per cent) said they are less polite since using GenAI. Among AI implementers, this rises to 39 per cent. 

Forty-five per cent believe AI is creating divides between leaders and their teams. Previous findings from The Adaptavist Group indicate that high earners have greater access to AI tools and training, contributing to widening differences in how effectively workers use the technology. 

Workers are split on whether GenAI is strengthening or weakening skills. 
• 29 per cent worry their abilities are declining due to reliance on AI 
• 68 per cent believe it is helping them develop new capabilities 

Respondents reported improvements in writing (62 per cent), critical thinking (47 per cent), design (41 per cent) and coding (38 per cent). 

The research highlights culture as a key factor in whether AI delivers measurable value. Organisations that encourage responsible experimentation with AI see stronger outcomes than those where it is only tolerated or discouraged. 

Skill development was reported by 89 per cent of employees in AI-supportive cultures, compared with 59 per cent where AI use is simply accepted. Job satisfaction was significantly higher in AI-encouraging environments (54 per cent), compared with 8 per cent where use is discouraged. Team collaboration was also higher (68 per cent versus 23 per cent). 

Seventy-three per cent of organisations that encourage AI use say they can successfully prove return on investment, compared with 36 per cent in organisations that discourage adoption. 

Neal Riley, AI Innovation Lead at The Adaptavist Group, commented: 

“As GenAI continues to embed itself in society, we’re seeing a shift in how work gets done and how people connect and communicate. Evidently, AI can make us more efficient and articulate, but it also risks eroding some soft skills and driving a wedge between human interaction. 

“Finding the right balance with AI so that you see all the benefits and reduce the drawbacks is all about cultivating the right environment. Evidently, when organisations have the right culture in place, they see stronger performance, clearer communication and measurable business returns.” 

CyberPsychology specialist Carolyn Freeman said: 

“Engaging in, and relying on, higher levels of synthetic AI relationships that meet specific psychological or emotional needs can displace efforts to satisfy those needs through connections with real people. Employees need regular opportunities, whether in person or virtually, to discover shared interests, exchange ideas, build trust and form the foundations of effective collaborative teams. 

“Chatbots offer an always-on presence that feels available, non-judgemental and emotionally safe. They meet users in their moment-to-moment need states, enabling low-stakes ‘small talk’ without social risk. Interactions with AI can feel more private, contained and forgiving, giving employees space to vent frustrations, explore ideas or rehearse difficult conversations without fear of damaging performance reviews or workplace reputations. 

“As social beings, people seek out belonging and acceptance from others. Chatbots can become an attractive, non-judgemental stand-in for those who feel socially anxious, lack close confidants, or find it difficult to trust people. Because the interaction is consistently positive, affirming and supportive, use can edge towards the ‘addictive’, paradoxically deepening loneliness and weakening the drive to connect with other humans.” 

The research forms part of The Adaptavist Group’s Digital Etiquette: Unlocking the AI Gates report.