UK workers show most resistance globally to AI in roles

A new survey by Freshworks has revealed that UK workers express the most reluctance globally to allow artificial intelligence (AI) to manage tasks that involve human interaction.

The survey, which included over 4,000 employees worldwide, identified that UK employees in sectors such as customer service, sales, marketing, and more, show significant reservations about permitting AI to undertake roles traditionally associated with interpersonal engagement.

According to the findings, 54% of UK employees working in customer service are uncomfortable with AI handling direct communications with customers, marking the highest percentage globally in this sector.

Similarly, 41% of workers in sales do not trust AI to manage account contracts and renewals, which tend to be relationship-driven tasks.

This is notably higher than the global average of 32% and contrasts sharply with the US at 26%.

The reluctance to replace human aspects of work is apparent across other disciplines as well. In the HR sector, 50% of respondents believe resolving workplace conflicts should not be an AI task, and 46% think AI should not address employee concerns. Furthermore, 30% of marketing professionals surveyed are resistant to the idea of AI participation in brainstorming and developing strategies, citing the irreplaceability of human creativity.

Despite these reservations, the survey notes that 25% of UK respondents use AI tools on a daily basis, and nearly half use them at least weekly.

A majority of UK employees, 52%, consider themselves knowledgeable or experts on AI, with a significant advancement in trust in AI tools since the beginning of the year. This gain in trust is attributed to a better understanding of AI, its growing contribution to work processes, and the noticeable value it provides.

It seems UK business leaders are taking a measured approach to AI, with expectations that significant business impact will be seen within one to two years. Similarly, 65% of employees want AI to handle only repetitive tasks, helping them focus on tasks they find more enjoyable, and 60% acknowledge the shift of responsibilities rather than the replacement of jobs by AI.

Companies are looking towards 2025 with an eye on AI-related upskilling as a priority to enhance competitiveness.

With 63% of businesses ready to finance employee training in AI skills, over half have already identified AI proficiency as crucial for promotion. Notably, 60% of UK businesses deem AI essential for success in the near future.

UK employees' comfort with AI tools may give them a competitive edge over European counterparts, as more than 60% feel confident using AI compared to less than half in Germany and France.

The integration of AI-enhanced tools into workplaces appears to be reshaping productivity and performance, suggesting that UK businesses may need to embrace these technologies fully in a rapidly evolving business environment, while retaining a focus on maintaining a human-centred approach to AI deployment.