More than 8 in 10 employers are interested in using artificial intelligence to help workers better understand their benefits. However, only 58% of employees say they would use AI for this purpose, and just 24% say they do so today.
"AI can make benefits simpler, more personalized and easier to use, but employees won't embrace it unless they trust it," said Michael Estep, president of Prudential Group Insurance. "That means helping people understand how these tools work, how their data are protected and how AI can strengthen the human support they still want and need when making important benefits decisions."
Benefits may be one of the most practical places to build confidence in AI, helping employees navigate complex decisions with more clarity and support, according to the 2026 Benefits & Beyond study from Prudential Financial.
Among the key findings of the study:
- Trust and privacy are the biggest barriers. Although both employers (49%) and employees (52%) cite privacy and security as top concerns, employees are twice as likely to say they simply don't trust AI (25% vs. 12%) in general. Concerns about inaccuracy, moral and ethical issues, and job loss also are more pronounced among employees.
- Adoption varies by workforce segment. Forty percent of unionized employees, 27% of salaried employees and 27% of sole decision-makers already use AI for benefits guidance, compared to lower rates among their peers.
- Employees are open to sharing data for personalization. Sixty-five percent of employees are comfortable with their employer managing their personal data for benefits purposes, rising to 75% among employees in technology-related roles.
In the company's 2024 study, nearly 7 in 10 employees said they wanted more personalized support during open enrollment. About 9 in 10 were willing to share personal information such as age, health status, tobacco use and family history to receive tailored benefits recommendations. Although AI now has the potential to deliver that level of personalization, trust in how the technology is used remains a critical variable. As organizations look to close the gap between employer enthusiasm and employee confidence in AI, the research underscores the need for clear communication and hands-on education.
"Employee benefits is one of the clearest applications for AI, given how complex and individual these decisions can be," said Scott Roth, vice president and chief technology officer for Prudential Group Insurance. "Many employees still struggle to navigate their benefits options. AI can help simplify that, but they need confidence in the guidance they receive and how their information is handled. When that trust is in place, it can drive stronger engagement and better outcomes."
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