5 ways AI is closing the gaps in frontline training

Enabling frontline workers has always felt like trying to solve a tricky math problem.

You’re working with a massive, distributed workforce. People have different backgrounds, skill levels and experiences. They’re focused on keeping operations running, which leaves little room for extras activities like training. Plus, there’s only so much time and so many resources to go around.

It’s a tough equation. But AI is finally giving us a way to solve it.

While AI is sparking plenty of debate across the workplace, the frontline perspective is surprisingly clear. Only 4% of frontline employees feel their jobs are threatened by AI according to the 2024 Axonify Deskless Report. Rather than fear it, most see AI as a chance to finally get the support they’ve been asking for.

Today, 35% of frontline workers say a lack of training is making their jobs harder. Nearly half (46%) report feeling burned out every day. At the same time, 41% want cross-training and upskilling opportunities to open new doors, increase earning potential and unlock career paths. AI provides the tools to close critical training gaps, reduce strain on the workforce and deliver support that fits the frontline workflow. 

Here are 5 ways AI is helping organizations finally solve the frontline training equation:

1. Supports on-demand learning

Frontline workers are often thrown into the deep end. From day one, they’re expected to remember a firehose of information—procedures, safety protocols, product specs, customer service tactics. It’s overwhelming, especially for people new to an industry or stepping into their first jobs.

AI flips the script.

Rather than expecting people to remember everything, organizations can provide employees with AI-powered performance support when and where they need it. Smart digital assistants on company devices and personal smartphones can answer questions on the fly using curated company knowledge. New food service workers won’t have to struggle with questions like “How do I prepare this item?” or “What are the ingredients in this dish?” 

No more digging through SharePoint folders. No more hunting for a helpful manager. Just reliable, real-time support right in their pocket.

2. Delivers personalized learning

How do you deliver right-fit training to 75,000 retail associates across 6,000 locations?

Historically, you had to rely on location managers to figure it out. Unfortunately, with 40% of frontline managers feeling burned out every day, this approach falls short. Managers are too busy keeping operations afloat to provide tailored development for every team member.

This is where AI steps in—not to replace managers but to lighten the load and make personalization work at scale. 

During onboarding, AI can assess what each employee knows, identify gaps and tailor training accordingly. No more wasting time and labor hours on unnecessary content. AI ensures training is always focused, relevant and efficient. AI can also translate content in every employee’s preferred language automatically, removing barriers so people understand what they’re learning rather than just clicking through to get it done. 

Whether you’ve got 500 or 500,000 team members, AI makes personalized learning possible across roles, locations and brands. 

▶️ The Ultimate Guide to Personalized and Adaptive Learning

3. Enables faster content development

Things change fast on the frontline. In an environment like pharma sales, new information emerges every few months. Keeping content current is a constant struggle.

Traditional development methods can’t keep pace. By the time a training module is developed, approved and rolled out, the information might already be outdated. This is a major problem for frontline employees who need to stay compliant, hit targets and deliver exceptional customer experiences.

AI is accelerating content across the board.

Now courses and videos can be created in days instead of weeks. Communication campaigns can go out in hours instead of days. Reinforcement activities can be generated automatically from product specs and SOPs in minutes instead of hours. 

You still need designers and subject matter experts in the loop to validate accuracy, ensure compliance and align content with brand standards. But now a small team can support a much larger workforce, delivering high-quality, targeted content that’s ready when employees need it.

AI doesn’t just help you move faster. It keeps you relevant.

4. Facilitates automated coaching

Frontline managers are constantly juggling. 

They’re expected to keep up with corporate priorities, meet customer demands and lead teams with dozens of employees. This leaves little time for reviewing reports or observing performance. In a contact center, it’s impossible for managers to listen to every call to figure out who needs help and with what. They’re stuck in reactive mode, trying to put out the next metaphorical fire. This worsens burnout and causes performance gaps to go unaddressed. 

AI is shifting this dynamic.

By analyzing performance data in real time, AI can identify patterns, flag issues and surface specific coaching opportunities. It can nudge managers with targeted recommendations—who needs support, what they need help with and when to step in. No more guesswork or delays. In some cases, AI can even deliver the first line of coaching. Smart assistants can provide real-time feedback, suggest improved practices and point employees to the right training.

AI doesn’t replace the human connection. It helps managers focus their time and energy where it’s needed most, before small problems turn into major setbacks.

5. Provides guidance in the flow of work

Frontline work is full of exceptions. Equipment breaks. Customers make unusual requests. Shipments arrive late. Every shift brings a new surprise. Too often, employees are left to guess their way through the problem or lean on whoever happens to be nearby for help. This leads to inconsistent performance and additional risk to the business.  

AI is eliminating the guesswork by redefining learning in the flow of work. 

When something goes wrong on the manufacturing floor, AI can walk workers through the troubleshooting process step by step. Instead of digging through manuals or winging it, employees can interact directly with operating procedures—asking questions and accessing additional support as needed. 

AI isn’t just helping employees avoid mistakes. It’s building worker confidence, reducing downtimes and helping people get the job done right the first time, even when things don’t go according to plan. 

Shifting from training to enablement

AI is the ultimate catalyst for frontline enablement. But unlocking its full potential takes more than just rolling out a new platform. Employees and managers need help adapting. They need support to understand how AI works, how it fits into their day-to-day and, most importantly, that they can trust it.

The frontline is ready to embrace this change. In fact, over half of managers (52%) want training on AI and emerging tech. They don’t view it as a threat. They see it as an opportunity to simplify the workload and focus more time supporting their teams.

AI is rapidly reshaping how we train, support and empower the frontline workforce. When done right, it reduces friction, boosts engagement, drives performance and delivers better outcomes—for workers and the businesses alike.

JD Dillon, Chief Learning Architect

JD Dillon became an expert on frontline training and enablement over two decades working in operations and talent development with dynamic organizations, including Disney, Kaplan and AMC. A respected author and speaker in the workplace learning community, JD also continues to apply his passion for helping frontline employees around the world do their best work every day in his role as Axonify's Chief Learning Architect.

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