What our AI Grey Zone research reveals about building workplaces where people and AI thrive together.
By Steve Elcock, Director of Product – AI, Zellis
AI has reached a pivotal moment in the workplace. The technology is maturing fast and leaders everywhere are looking to it as a catalyst for productivity, competitiveness and better decision‑making. But in my experience – and now confirmed by our latest research – the real barrier to progress isn’t the capability of AI. It’s the confidence, clarity and culture that surround it.
In our new Zellis report, The Grey Zone: The Untapped Advantage of AI Alignment, we uncovered a growing disconnect between how leaders think AI is being used and how it is actually experienced by employees. This gap – what we call the “grey zone” – is now one of the biggest hidden obstacles to unlocking the full value of AI in organisations.
And the reality is clear: AI doesn’t fail when the technology isn’t ready.
It fails when people aren’t.
Leaders believe AI is embedded. Employees see a different picture
Across the UK and Ireland, 94% of leaders say their organisation uses AI today. On the ground, only 61% of employees agree – and far fewer use it regularly.
This misalignment isn’t a sign that employees are resistant. It’s a sign that too many AI initiatives are launched at people, rather than with them.
If teams don’t know why AI is being introduced, how it affects their work, or where the boundaries of human oversight sit, it’s no wonder adoption is patchy. People need reassurance, context and clear expectations, not just new tools added to their workflow.
Employees want AI – but they want it in the right places
One of the most important findings from our research is that employees see AI as a force for good. They want it to support them, remove friction and give them more time for meaningful work.
But leaders and employees don’t agree on what “meaningful” automation looks like.
Employees want AI to help with:
- entering and checking data
- analysing information
- managing scheduling and attendance
These are repetitive, time‑consuming tasks – the kind AI is exceptionally well‑suited to.
Leaders, however, tend to focus AI on:
- pay decisions
- performance
- recruitment and shortlisting
These are judgment‑heavy activities where employees expect a human at the helm. When AI is introduced too quickly here, without explanation or guardrails, trust naturally drops.
If organisations want AI to thrive, we must start where AI adds the most value and where people feel the most comfortable.
Confidence is the real catalyst for capability
The more confident employees feel using AI, the more capable – and productive – they become.
The research shows that:
- younger employees in particular use AI to boost confidence
- many find it reduces stress
- employees feel more empowered and more effective when AI supports routine work
But confidence doesn’t appear on its own. It grows from transparent leadership and meaningful involvement in decisions about AI that impact an employee’s experience of their tasks.
As our report shows, only 40% of employees feel involved in decisions about how AI is used. A fifth say their feedback isn’t listened to at all.
That is the grey zone in action. It’s not about resistance – it’s about people feeling left out of the conversation.
The impact of better alignment outcomes
When leaders and employees move in the same direction on AI, the benefits multiply.
The research shows that improved alignment could:
- free 1.7 billion hours of employee time each year
- unlock £40 billion in economic value
- save up to £20 billion in operational costs
- boost trust, morale and wellbeing
- help retain talent in a competitive market
These aren’t just productivity gains. They’re cultural gains. When AI is introduced with transparency and human‑first thinking, it becomes a platform for better work – not just faster work. The organisations that will win with AI are the ones that put people in the driving seat. Not as an afterthought, but as the foundation.
From my perspective, three priorities are essential:
Listen first: Ask employees where AI can remove the most friction. Their insights point directly to the quickest wins.
Co‑design AI with your teams: Explain why AI is being introduced, what stays human‑led, and how decisions are made. Clarity builds trust.
Invest in confidence, not just tools: AI literacy will soon be a core capability in every role. Give people the training and support they need to experiment safely.
I’ll be unpacking these insights in more detail – including the practical steps organisations can take to close the alignment gap – in an upcoming webinar: ‘The Grey Zone: The Untapped Advantage of AI Alignment’.
We’ll explore the research behind the grey zone, what it means for leaders today, and how AI can enhance human judgement rather than replace it.
If you’re thinking about productivity, culture or responsible AI adoption, I’d love for you to join the conversation.
Closing the grey zone is a leadership opportunity
AI is ready for the workplace. People are ready too, as long as we meet them with transparency, involvement and a human‑first mindset.
If leaders get AI alignment right, they won’t just improve productivity. They’ll build more open, empowered and resilient organisations and most importantly, they’ll create workplace cultures where technology and people elevate each other.
That’s how we turn the grey zone into a genuine advantage.
Download the full report, The Grey Zone: The Untapped Advantage of AI Alignment, for deeper insights and practical recommendations.
