AI might dominate the headlines, but for the world’s 2.8 billion frontline employees, the real opportunity isn’t in flashy new tools. It’s in technology that actually works for them.
Frontline teams don’t want automation just for automation’s sake. They want help to simplify their day, reduce wasted time, and stay connected to the information that keeps operations moving. The data shows it: according to research by Axonify, more than half of frontline managers want to receive training on AI and emerging tech.
And managers aren’t the only ones. According to Wyzetalk’s proprietary data, frontline workers say they would welcome using AI agents for instant answers. The reality is that many workers in disconnected frontlines lose up to 7.5 hours per week simply searching for information.
The message is clear: there is room for AI in frontline environments.
The accessibility gap
Frontline industries like mining, manufacturing, logistics, and retail have long faced a digital divide. Many employees don’t have company email addresses or reliable connectivity. Yet the systems – if they even have any, besides a noticeboard – meant to engage them are often built for desktop users who sit behind screens all day.
One Wyzetalk client, a large-scale organisation with 36,000+ employees, faced exactly this problem. Before launching their Wyzetalk platform, the majority of their staff had no digital access to HR information, company communication, or feedback channels.
Today, 92% of those employees are registered, and 80% access the platform frequently. That shift didn’t happen because of a sweeping change-management campaign. It happened because the technology met people where they were:
Mobile-first and multi-channel, usable on both smartphones and feature phones
Data-free access, removing the cost barrier of mobile data
No corporate email required for registration
Configured according to the company’s own branding to build trust and familiarity
Platform adoption flows seamlessly when the technology fits seamlessly into an employee’s reality. Accessibility drives engagement, and engagement drives results.
The time trap
Even the most engaged teams lose hours every week to repetitive, low-value admin. HR departments and supervisors spend time answering the same questions about leave balances, payslips, or standard procedures, while employees waste time waiting for responses before they can move forward.
Research by YUDU Sentinel shows that 30-50% of HR time is spent handling repetitive employee queries. It’s a costly cycle: the time lost by HR is mirrored by the time lost by employees, which in turn drags down productivity and morale on both sides.
Many Wyzetalk clients, before adopting their employee experience platforms, faced exactly this scenario. Frontline workers queued for HR assistance or relied on word-of-mouth for answers. Payslips and policy updates were printed, distributed, and easily misplaced. And HR teams spent hours reprinting forms or managing manual processes that could have been automated years ago.
Where AI fits in
AI’s value isn’t in replacing human work but in simplifying it. When used well to optimise time-consuming tasks, energy can be better spent on important work.
Wyzetalk’s Frontline AI Assistant was designed with exactly that purpose in mind. Across industries, we’re seeing measurable impact by digitising HR admin:
HR teams have reduced repetitive queries by up to 40%, freeing nearly two full working days per week.
Employees get instant, 24/7 answers to policy and process, from “How do I apply for leave?” to “What’s our safety procedure for this task?”
Supervisors spend less time putting out fires and more time leading their teams.
This is AI at its most effective: intuitive and tailored to what teams really need. The best digital tools not only automate tasks but also humanise them. Through Wyzetalk’s Ask HR and feedback features, for example, employees can raise concerns, suggest improvements, and see how their input drives real change. That feedback loop builds transparency and trust: two of the strongest drivers of engagement.
Proof in performance
The results of digitising HR processes go beyond convenience. When information becomes easy to access, productivity and profitability rise.
Time saved is money saved. Gallup research has shown that digitally enabled frontline teams deliver up to 18% higher profitability, thanks to faster decision-making and fewer operational delays.
For one Wyzetalk client, digitising payslips alone led to R640,000 in monthly savings (R20 per employee per month) by removing printing, paper, and distribution costs. Using their mobile app and digital channels, employees can now view payslips on their phones, and request documents instantly.
Add up these small efficiencies, and the ROI is impossible to ignore. When HR teams gain back 40% of their time, that translates to more capacity for strategy, engagement, and people development. When employees can solve small problems on their own, productivity follows.
Making AI work for the people who make business work
Wyzetalk’s experience across industries shows a consistent truth: when technology is intuitive, inclusive, and accessible, adoption soars. And the benefits ripple across the business.
Because the goal isn’t to automate people out of the picture. It’s to give them the tools to focus on the work that truly matters: leading teams, serving customers, and building safe, high-performing operations.
The frontline workforce is already ready for AI. It just needs to be built for their reality.