A recent study conducted by Freshworks has revealed that while UK workers are enthusiastically embracing artificial intelligence (AI) technologies, there remains a notable reluctance to delegate interpersonal tasks to these systems. The survey, which sampled over 4,000 employees, highlighted a dichotomy in attitudes towards AI: employees are keen on utilising AI for routine work but express significant concerns when it comes to more human-centric interactions.

One of the key findings from the study indicates that customer service employees are particularly hesitant to allow AI to engage directly with customers. Such interactions are viewed as needing a human touch and nuanced understanding that AI, currently, is unable to replicate. The Freshworks research points out that despite the desire to enhance workplace efficiency through AI, sensitive tasks such as resolving conflicts and addressing employee concerns are areas where workers do not believe AI can contribute effectively.

In terms of adoption rates, the Freshworks survey presents a positive outlook for AI integration in the UK. Approximately a quarter of employees reported using AI tools daily, while nearly half (46%) use these technologies regularly, up to several times a week. Moreover, 52% of respondents described themselves as knowledgeable or expert-level users of AI, indicating a growing proficiency in navigating these new tools. This level of comfort places UK workers just behind their German counterparts in terms of familiarity with AI, with 60% expressing confidence in using it, as opposed to 45% in Germany and 42% in France.

Looking forward, the implications for business training and workforce development are significant. The study indicates that nearly two-thirds (63%) of UK businesses are set to invest in upskilling their employees for AI technologies by the year 2025. Additionally, over half (52%) of respondents identified proficiency in AI as a critical skill for career advancement, further underscoring its growing importance in the modern workplace.

While excitement surrounds the potential of AI to improve various business processes—with 53% of participants noting better understanding and 48% citing added value—there is a clear recognition of the limitations of automation, particularly in areas that require emotional intelligence and human interaction. The findings from this research highlight the ongoing enthusiasm for AI as a transformative force in business practices, while also pinpointing the areas where human oversight remains indispensable.

Source: Noah Wire Services