Worker sentiment toward AI plummets as role-based divide widens, Glassdoor study finds

Employee sentiment toward artificial intelligence has entered a steep decline, according to a new study from Glassdoor. Positive mentions of AI in worker reviews plummeted from 81% in 2019 to just 43% in 2026.

The research highlights growing volatility in how the workforce perceives automation. While the volume of AI-related mentions in reviews surged 240% year-over-year, the tone of those conversations has shifted toward skepticism. This sentiment is not distributed evenly; instead, a sharp divide has emerged based on job function, age, and gender. Leadership and sales roles generally maintain a positive outlook, but those in operational or content-heavy roles are overwhelmingly critical. Specifically, insurance claims adjusters have emerged as one of the most skeptical groups, with 98% of their AI mentions being negative. Demographic data further underscores the divide, with Gen Z women reporting the lowest levels of optimism, at only 21% positive sentiment.

The Trust Paradox

This downturn occurs within a broader "trust paradox" where the actual usage of AI tools is increasing even as employee mistrust grows. The Glassdoor data suggests a significant disconnect between executive confidence and the operational reality of the workforce. While many firms have rushed to adopt Large Language Models (LLMs) to drive efficiency, the experience on the ground varies wildly. Some organizations have reported production failures resulting from AI-generated code, while others have seen negligible productivity gains despite widespread implementation.

Organizational Friction

The disparity in sentiment indicates that AI is not being experienced uniformly across the corporate hierarchy. The friction between leadership—who often view AI as a tool for optimization—and frontline workers, such as journalists and accountants, suggests growing tension. For those in roles where AI is seen as a replacement or a burden rather than an assistant, the technology is becoming a source of instability. This gap between those implementing the technology and those executing the work creates a risk of increased organizational friction and employee burnout.

The Path Forward

As companies continue to integrate AI into their core workflows, the focus is shifting toward whether these tools will ultimately trigger a productivity boom or widespread job displacement. Chris Martin, a senior economist at Glassdoor who led the research, noted that while the long-term impact remains uncertain, companies are eager to incorporate LLMs into their products. Martin emphasized that this transition is impacting workers in very different ways, suggesting that the human cost of AI integration may be higher for specific sectors than previously anticipated.