EY says artificial intelligence is now in active use across 64% of UK organisations, up 12 percentage points on last year, but confidence in governance, accountability, and workforce readiness is trailing behind adoption.
In its latest UK research, the company said businesses are still concentrated in basic applications such as document summarisation, chatbots, and task automation, with only 24% having embedded AI into core decision-making or wider operations.
The research also points to a consumer base that is using AI more often, but remains cautious about how far it should act independently. EY’s AI Sentiment Index surveyed 15,000 people across 15 countries, including 1,000 consumers in the UK, and found that 74% of UK respondents had used AI in the past six months. Yet only 14% said they would be comfortable relying on fully autonomous, agent-led systems. Trust in those handling AI-related data also remains limited, with 43% saying they trust companies, and 41% saying they trust governments, to manage that data effectively.
Inside organisations, the same tensions are showing up in policy, oversight, and skills. EY said 40% of companies still lack formal AI policies or governance frameworks, while 45% said they do not have visibility into how company data is being shared through AI systems. Nearly half of organisations, 49%, cited a lack of AI and digital expertise as a barrier to progress.
Matthew Ringelheim, EY UK and Ireland AI Leader, said: “AI adoption in the UK is rapidly advancing, but trust is not keeping pace with technological capability. Whilst consumers are engaging with AI every day, many still want greater clarity about who is accountable when decisions are made on their behalf.
“This is a critical moment for organisations. As AI systems become more autonomous, trust must be embedded through strong data foundations, clear accountability and visible human oversight. Our research shows UK users want greater control and transparency, reinforcing the need to move beyond AI adoption for its own sake. Organisations that can clearly demonstrate how autonomy is governed, and how people retain meaningful control, will be best positioned to scale AI responsibly and unlock long-term value.”
Other commentators attached to the release pointed to the operational barriers behind those figures. Catherine Rousseau, Technical Solutions Director at AND Digital, said: “AI investment is accelerating, but the real determinant of success is whether organisations are ready to deploy AI at scale, and that readiness depends entirely on data quality and governance. When 58 per cent of organisations describe their data as ‘chaos’, it’s clear why many struggle to move from pilots to production.”
Zoho focused on accountability and auditability as AI systems take on more responsibility. Sachin Agrawal, Managing Director for Zoho UK, said: “Consumer concerns over AI accountability are an important signal for businesses to prioritise safety and ethics at the centre of their AI deployments. Buyers and users want to trust the AI systems they are interacting with, especially when it comes to autonomous systems that may not always have strict oversight and audit trails.
“As AI deployment cycles accelerate and everyday usage continues to spike, AI systems require strong transparency and governance practices in order to demonstrate consistent oversight and responsible data handling. Having clear documentation, monitoring and standardisation are important for building trust in these AI systems, which ultimately filters down into end-user confidence.”
