There are rare moments in technology that don’t just spark curiosity, they reshape the future. The kind that makes us stop, take notice, and say: “This changes everything.” These aren’t just milestones; they’re turning points that redefine how we live, work, and do business.
We’ve seen it before. The birth of the internet browser. The first smartphones with apps. The rise of the cloud. These weren’t just upgrades – they were leaps forward, transforming the way we live, work and connect. And now, it’s happening again.
AI is the next big shift. But while digital tools are becoming second nature in the workplace, the picture around artificial intelligence is more complex.
That’s why, between April and May 2025, Moneypenny spoke to 750 senior decision-makers from businesses across the UK. We wanted to go beyond the hype and understand what’s really happening on the ground – where AI is delivering the goods, where it’s still finding its feet, and how far along companies are on their journey.
Nearly six in ten small to medium size businesses say they need far more guidance on how to use AI in a practical, hands-on way.
What we found was telling: nearly six in ten small to medium size businesses (58%) say they need far more guidance on how to use AI in practical, hands-on ways. Just 42% feel confident enough to go it alone. So, while the appetite is there, the message is clear: businesses aren’t just looking for technology, they’re looking for trusted support to help them make it work.
When it comes to getting guidance on AI, decision-makers are tuning into voices that feel both credible and human:
The fact that AI providers top the list reveals a big opportunity. Businesses are open to listening – but only if the advice feels grounded, honest, and focused on making a real difference. It’s not about flashy promises. It’s about showing up with clarity, warmth, and solutions that actually work.
Younger professionals, especially those aged 25 to 34, are the most vocal in asking for help, with 71% saying they want more support using AI. Regionally, the South West and Wales are standing out too, calling loudest for clear, practical advice. The message? A one-size-fits-all approach won’t cut it. Guidance needs to be tailored and relevant.
For a deeper dive into how AI adoption varies across different sectors, highlighting where progress is accelerating and where challenges remain, take a look at our latest State of AI Adoption insights.
There’s a balancing act at play. On one hand, the appetite for expert support is growing. On the other, many businesses still feel uncertain about selecting and using AI tools. They’re not looking for smoke and mirrors; they want straight-talking solutions they can trust, built around real business challenges.
But there’s more to the story. If we’re going to help businesses embrace AI with confidence, we have to acknowledge the doubts holding them back.
Nearly 4 in 10 small to medium size business leaders (38%) told us they simply don’t understand how AI works – making this the number one concern. That lack of clarity naturally impacts confidence. It’s easy to see why jargon-free, practical guidance is so important.
The second biggest worry? Data security, highlighted by a third of businesses (33%). And that’s understandable. When technology feels unfamiliar, it can naturally raise questions about how information is handled. What makes the difference is showing how AI fits into a broader, joined-up solution – one that blends smart systems with human expertise and proven safeguards to help businesses feel informed, reassured, and in control.
Other common concerns include the cost (27%) and worries around accuracy (23%). And then there are the very human factors – like teams being hesitant to get on board or fears of losing control. These insights matter. They remind us that AI adoption isn’t just a tech challenge; it’s an emotional one too.
We asked 750 senior decision-makers about their biggest worries. Here’s what they told us…
| Concern | % of companies |
|---|---|
| Don’t understand how it works | 38% |
| Worried about data security | 33% |
| Feels too expensive | 27% |
| Lack of regulation or standards | 24% |
| Uncertainty about accuracy | 23% |
| Staff resistance to using it | 19% |
| Lack of control over the outcome | 17% |
So what’s the fix? Support that’s clear, honest and human. That means showing real-world results and proving how AI, backed by brilliant people, can make a genuine difference – without the heavy lifting.
That’s where proven expertise and first-class service come into their own – helping businesses turn AI potential into real, workable solutions.
When time and resources are tight, outsourcing can offer a simple, effective helping hand. For organisations juggling limited time, tight budgets, and growing demand, outsourcing AI-enabled services can unlock scale, consistency and a more polished experience – without needing to grow the team. It’s a smart fix for common pain points like missed calls, patchy service, and ever-increasing admin.
If AI is going to deliver, businesses need more than clever tech. They need support that’s joined-up, human, and built around their real-world challenges. That means:
That’s where Moneypenny comes in – offering AI that’s smart, human support that’s brilliant, and a joined-up service that brings it all together.
AI isn’t a passing trend – it’s a major shift in how businesses operate. Ignoring it won’t make it go away. In fact, Gartner predicts that agentic AI will autonomously resolve 80% of common customer service issues by 2029. The potential savings are huge – but more than that, it opens the door to delivering a market-leading customer experience, keeping pace with rising expectations in a digital-first world, and making every day work that little bit easier and more productive.
UK businesses are ready to embrace AI – but they want to do it with clarity, confidence, and the right support. What they’re looking for are partnerships built on trust, insight and real-world results.
By blending smart technology with expert support, businesses can do more with less – boosting efficiency, saving time, and keeping standards high without the heavy lifting.
Curious what that could look like for you? Chat with a Moneypenny expert and discover how AI can transform the way you work, with services like:
AI Voice Agent or AI Receptionist
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