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A new global survey from Freshworks reveals that despite initial scepticism, UK employees are now seeing the value of AI and are embracing the tools to boost productivity at work. This shift in attitude may be helpful in keeping pace with the rapidly improving data and algorithms doubling the performance of AI models every six months – and changing the landscape of work.
A quarter (25%) of UK respondents claim to use AI tools every day and nearly half (46%) using it at least once to a few times a week. Interestingly, over half of UK employees surveyed now consider themselves to be ‘knowledgeable’ or ‘experts’ on AI (52%), topped only by the Germans who, despite using it less than any other European nation surveyed (15% compared to France’s 18%), have the highest percentage of self-proclaimed ‘experts’ (58%).
Half of UK employees surveyed (50%) confirmed that their trust in AI tools for work has improved since the beginning of this year. When asked why, respondents admitted that they now have a better understanding of AI (53%), they believe AI is doing more for them (46%) and that the tools are driving noticeable value (48%).
The new research is the second part of a global survey on over 4,000 full-time employees, including 1,500 from the UK, Germany, and France, which tracks the sentiments, use and value of using AI-enhanced tools in the workplace.
Increasing trust and adoption of AI
The first part of Freshworks’ global Workplace AI study found that UK business leaders were the least likely to expect an instant return from AI, estimating a timeline of between 1 to 2 years before AI software would have enough business impact to prove its worth. Now, respondents believe that AI tools have not only improved processes, but also enhanced employee experiences.
Nearly two-thirds (65%) of employees only want AI to support or take over repetitive, boring tasks, and nearly 60% of those understand that AI is not replacing jobs but shifting responsibilities around. AI is also allowing employees to dedicate more time to doing the tasks they enjoy (36%), being more engaged (36%) and finding work more enjoyable (40%).
The value of the human touch
Despite the general positive sentiment towards AI tools, UK employees are reluctant to relinquish all tasks to AI. The study explores the viewpoints of professionals from a broad spectrum of disciplines, including, HR, IT, customer service, finance and legal. When asked what aspects of their workloads they currently or wish to give to AI tools, the importance of the human touch was clear. Actions that required one-to-one interactions with people, such as
resolving workplace conflicts or speaking directly with customers, were least trusted for AI to handle alone.
This understanding may be an indication of UK businesses taking a step closer to a future where human employees can leave grunt work to AI and fully utilise the skills that are uniquely human.
Boosting UK employee productivity – and employability
The survey indicates that AI-related upskilling will be a priority for many businesses in 2025 to boost competitiveness. Nearly two-thirds (63%) are willing to pay for training and courses for employees to upskill in AI. Over half of UK companies are already identifying AI as a must-have skill when it comes to promotions (52%), with 20% of employees being recognised for great work, largely thanks to AI. Notably, 60% of UK businesses view AI as necessary for success in 2025.
UK employees are more comfortable using AI tools for work compared to their European counterparts – which may serve to boost employability as AI tools become more ubiquitous in the workplace. Over 60% of UK employees feel ‘confident’ using AI as opposed to less than half in Germany (45%) and France (42%).
AI-enhanced tools are no doubt reshaping workflows, boosting productivity, and improving workplace performance worldwide. In 2025, as the need for innovation and efficiency reaches new heights, UK businesses must embrace these technologies to stay competitive and thrive in a rapidly evolving landscape. Ensuring that UK companies are on the path to success with AI integration may be critical for future resilience and growth.
