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Survey finds Gen Z and Millennials are the most likely to double-check AI-generated responses, with fact-checking rates of 47% and 44%, respectively indicating trust is a challenge when using gen AI

July 3, 2025 //  by Finnovate

Coveo Solutions Inc.‘s latest Employee Experience Relevance Report found that nearly half of the employees feel frustrated when they don’t have access to the right tools or information. Frustration related to unhelpful tools has only increased over the past few years, from 28% in 2022 to 40% in 2025. Meanwhile, confidence has dropped. These frustrations are part of a broader problem. Information is scattered across too many systems. The same tools that organizations have put in place to fix disconnected systems are still ineffective in many cases according to the employee feedback from the survey: including intranets (31%), enterprise search tools (24%), and generative AI (15%). When using gen AI, trust is a challenge. 42% of employees fact-checked answers provided by AI tools in 2025, up from 36% in 2024. Trust is only slightly higher in enterprise-approved tools than in open-source tools like ChatGPT, with just 17% of employees fully trusting responses from internal systems and 14% trusting open-source tools. Gen Z and Millennials are the most likely to double-check AI-generated responses, with fact-checking rates of 47% and 44%, respectively. Nearly half of the respondents experienced a hallucination when it comes to using AI, with 22% saying it happened during work. These aren’t limited to minor issues either. They’re happening in core business functions such as software development, IT and executive leadership. Weekly hallucinations were reported by 60% or more in each group. Hallucinations are also prevalent in industries with quick decision-making, such as software, IT, finance and accounting. AI hasn’t delivered on the promise of reducing the time it takes to find information. Employees are still moving among multiple systems and sources to search for information needed to do their job. Those in tech roles navigate five or six systems on average. The findings suggest that many AI deployments are still more customer-focused than employee-facing. Employee productivity is lower on the list at 26%. Across large organizations, looking for information amounts to millions of hours wasted each year. It’s clear from the report findings that current systems aren’t helping people focus as they should. The hope is that gen AI could turn things around. According to 42% of the employees surveyed, their organizations have already invested in gen AI tools and training aimed at improving information search in the workplace.

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