Employees expect instant answers regardless of where they ask for help, and IT and HR teams are under growing pressure to prove that AI investment is actually paying off.

Trust concerns are slowing how far teams are willing to let AI execute, and most support still happens over email and ticketing systems, not the workplace communication tools employees already use for everything else.

We surveyed IT, HR and People Operations leaders across the US to understand how AI adoption is playing out in practice. The result is a grounded look at where employee support stands today and where the biggest gaps still are.