Today, more than two-thirds of companies use or consider AI to increase efficiency, driving decision-making and charging growth.
Research commissioned by customer conversation experts suggests that AI adoption is booming in marketing, analytics and customer service, and that demand for AI is clearly rising. The research shows that AI is no longer a future possibility, but a proactive force in how businesses today operate. From marketing to customer service, businesses leaning on AI to handle repetitive tasks, unlock productivity and deliver faster and smarter results, says the Wrexham-based company.
The key findings from the survey are as follows:
1. 75% of UK companies are currently using or investigating AI
- Marketing, content creation, and analytics are the leading areas of AI adoption.
- 47% already use AI for analysis, 45% for customer service/chatbots and 42% for both productivity and marketing tasks.
2. AI is on the rise, especially in large companies
- 80-90% of companies with 250-500 staff are considering AI compared to 66% of MicroBusy.
- 28% of all companies are fully embraced with AI, and an additional 40% are selectively adopting it.
3. IT & Telecoms and Legal lead
- 64% of IT and telecom companies already use AI for content and marketing.
- Legal (53%) and HR (52%) companies are most likely to use AI for phone responses. This is a traditionally human-centered role.
4. London's lead – but the Northeast and Northern Ireland are catching up
- In London, up to 85% of companies are AI-powered.
- However, Northern Ireland and North East are surprisingly tops on the list of 40% full AI adoption ahead of London (35%).
5. The value of AI is clear: time, efficiency, savings
- Most cited benefits: time savings (54%), productivity gains (43%), cost reductions (42%).
- Companies are looking to AI as well as automation, but for better, faster decisions.
6. But concerns remain
- Key challenges: data security (43%), staff anxiety (42%), and customer experience concerns (32%).
- The message is clear. The adoption of AI must be ethical and transparent in the human safety group, first and foremost.
7. Companies want more support
- 58% of all supporting companies that have implemented AI say they need better guidance on how to effectively implement AI.
- Most reliable sources: AI providers (38%), review sites (37%) and business advice outlets (36%).
“We're looking forward to seeing you in the future,” said Jesper with-gogstrup, group CEO of Moneypenny.
“This research shows that AI agents can have real impacts, but success depends on how they are used. AI is not a one-size-fits-all solution. It is about creating personal, relevant and contextually correct experiences. It provides the best customer experiences for tech and people.”
