Freshworks’ report reveals that UK marketing departments emerge as the most open to AI adoption, with a mere 2% of professionals expressing reluctance to delegating daily tasks to AI – signalling a high level of confidence in the technology’s role in streamlining creative and strategic functions.

According to the findings, legal departments are leading in AI hesitancy, with 19% of legal professionals unwilling to delegate any of their tasks to AI. Close behind, 18% of customer service employees express similar reluctance.

Accounting and finance teams show more moderate resistance, with 13% unwilling to incorporate AI into their work. Meanwhile, human resources professionals are slightly more open, with only 9% expressing concern about AI integration.

Sales departments demonstrate a significantly lower level of resistance, with just 6% of employees against using AI for work-related tasks. In the tech-savvy IT sector, only 4% of staff report unwillingness to let AI handle parts of their workload.

The findings from Freshworks’ report reveals the varying degrees of AI acceptance and adoption across different work departments in the UK. While some sectors, like IT and marketing, show a high level of readiness for AI integration, others, such as legal and customer service, remain more hesitant.

As the AI landscape continues to evolve, forward-thinking organisations must take a tailored, human-first approach to adoption – balancing innovation with empathy, and capability with caution.

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