More than two-thirds of companies are now using or considering AI to drive efficiency, enhance decision-making and supercharge growth.
Research commissioned by customer conversation experts Moneypenny suggests that AI adoption is booming in marketing, analytics, and customer service and the demand for AI is clearly on the up. The survey shows that AI is no longer just a future possibility but is an active force in how businesses operate today. From marketing to customer service, companies are leaning into AI to handle repetitive tasks, unlock productivity, and deliver faster, smarter outcomes, the Wrexham-based firm said.
Key Findings of the survey were:
1. 75% of UK Companies Are Now Using or Exploring AI
- Marketing, content creation, and analytics are the top areas of AI adoption.
- 47% already use AI for analytics, 45% for customer service/chatbots, and 42% for both productivity and marketing tasks.
2. AI Is On the Rise and especially in Larger Businesses
- 80-90% of companies with 250–500 staff are considering AI compared to 66 % of microbusinesses.
- 28% of all companies are fully embracing AI, with a further 40% selectively adopting it.
3. IT & Telecoms and Legal Lead the Way
- 64% of IT and Telecoms companies already use AI for content and marketing.
- Legal (53%) and HR (52%) firms are the most likely to use AI for telephone answering – a traditionally human-centric role.
4. London Leads — But the North East and Northern Ireland Are Catching Up
- In London, up to 85% of businesses are AI-active.
- But Northern Ireland and the North –East surprisingly top the list for full AI adoption at 40%, ahead of Greater London (35%).
5. AI’s Value Is Clear: Time, Efficiency and Savings
- Most-cited benefits: time saving (54%), productivity gains (43%), cost savings (42%).
- Businesses are turning to AI not just for automationbut for better, faster decision-making.
6. But Concerns Remain
- Top challenges: data security (43%), staff anxiety (42%), and customer experience concerns (32%).
- The message is clear: AI adoption must be ethical, transparent, and people-first with a human safety layer.
7. Businesses Want More Support
- 58% of all responding companies that have implemented AI say they need better guidance on how to implement AI effectively.
- Most trusted sources: AI providers (38%), followed by review sites (37%) and business advice outlets (36%).
Jesper With-Fogstrup, Group CEO at Moneypenny, said:
“This research shows that AI agents can deliver real impact but success depends on how they’re used. AI isn’t a one-size-fits-all solution. What matters is creating experiences that are personal, relevant, and contextually right. Many businesses benefit because a large proportion of their customer interactions are about routine, frequently asked questions which AI can handle brilliantly. That frees up real people to focus on the more complex, sensitive or high-value conversations. It’s about using the right blend of tech and people to deliver the best possible customer experience.”
