Walk into a warehouse, an airport tarmac, a busy construction site, or the backroom of a retail store, and you’ll find the people who keep the world moving. They are the first to arrive, the last to leave, and often, the last to benefit from the technological tools designed to make work faster, safer, and more satisfying.
For decades, the digital revolution has largely served office-based employees — those who sit at desks, type into spreadsheets, and join Zoom calls. Meanwhile, the more than 2.7 billion frontline workers worldwide — over 80% of the global workforce — have been overlooked, operating without access to real-time information, advanced tools, or organizational intelligence at their fingertips.
That’s starting to change. And AI is leading the charge.
The forgotten majority
Despite being the largest segment of the workforce, frontline workers consistently report the lowest access to digital tools. A 2023 Deloitte report found that only 23% of frontline workers have access to the technology they need to perform their jobs efficiently. The results? Delays. Mistakes. Missed opportunities. And burnout.
The gap isn’t just about productivity. It’s about respect. When workers don’t have access to the same tools as their office counterparts, it sends a message: “your time matters less” or “your challenges are secondary.”
That’s not just unfair — it’s unsustainable.
AI: A new kind of coworker
AI offers something frontline workers have always needed but rarely had: instant access to knowledge, predictive insight, and autonomous support on the ground. But what does that really look like?
- Imagine a new team member who listens to every shift handoff, identifies recurring issues, and sends daily summaries to leadership.
- Imagine a safety trainer who never sleeps, never forgets, and always responds immediately.
- Imagine never having to dig through binders, call HQ, or wait for a response again.
This isn’t science fiction. It’s already happening today.
From static voices to smart conversations
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Historically, voice communication has been a hallmark of frontline work — two-way radios, shouted instructions, hands-free calls. But those conversations disappeared as quickly as they happened. No record, no insights, no learning.
Now, with the introduction of AI tools like conversation digests and AI-powered assistants, those once-static exchanges are transformed into rich, searchable, and actionable intelligence.
At Zello, these tools are already in the hands of frontline teams. Our voice assistant, Ella, provides real-time answers from your company’s knowledge base—whether it’s safety procedures, equipment protocols, or shift updates—accessible by voice or text without ever pausing the task at hand.
Meanwhile, AI Digests surface what matters from thousands of daily voice messages: emerging issues, unresolved tasks, and opportunities to act before problems escalate.
The impact?
Faster decisions. Fewer interruptions. Smarter operations. Happier, more confident teams.
A human-centered future for frontline work
This isn't just about efficiency — it's about empowerment.
A well-informed worker is a safer worker. A supported worker is a more confident one. And a confident, equipped workforce is not just more productive — they’re more likely to stay, grow, and lead.
We witness this evolution in action across industries:
- Aviation operations teams leveraging AI to forecast delays and streamline ground procedures.
- Construction sites using AI to ensure real-time safety compliance and instantly accessible training.
- Retail and hospitality sectors enhancing customer experiences by responding rapidly and intelligently to emerging situations.
Every frontline worker deserves a toolbelt of technology, not just physical tools. AI is the digital wrench, compass, and manual they’ve been waiting for.
It’s time to close the gap
AI has the potential to do more than optimize operations — it can level the playing field.
Organizations that invest in their frontline teams with the same care and innovation applied to corporate roles aren’t just making a tech upgrade. They’re making a statement: Every worker counts. Every role matters. Every voice should be heard — and remembered.
Because when you amplify frontline voices with AI, you’re not replacing the human touch — you’re extending it.
To learn more about Zello's vision, watch Bringing AI to the Frontline (webinar).