UK embraces AI at scale, with trust and governance rising up the agenda

• 74% of UK consumers used AI recently, integrating it into daily life and work.
• Only 14% are comfortable with fully autonomous AI highlighting demand for oversight.
• Trust in companies and governments to manage AI data remains low, driving need for stronger governance.

The UK is adopting artificial intelligence (AI) at pace, with AI now embedded across everyday consumer services and workplace tools, according to new findings from the EY AI Sentiment Index 2026. From navigation and customer support to research, content generation and decision support, AI is increasingly shaping how people live and work.

The EY AI Sentiment Index surveyed 15,000 people from 15 countries, including 1,000 consumers in the UK, to understand how people perceive and use AI. The research found that while adoption continues to accelerate, there is a growing confidence gap as AI capabilities advance.

Rapid adoption is creating fresh momentum to build trust

Nearly three‑quarters (74%) of UK respondents said they had used AI in the past six months. For many, AI is now part of everyday life, supporting routine activities such as accessing customer support (35%), navigating the best driving or travel routes (31%), or helping to identify potential medical symptoms (26%).

Despite this, just 14% of respondents said they would be comfortable relying on fully autonomous, agent‑led systems. The findings suggest that, as AI shifts from assisting users to acting on their behalf, UK consumers are seeking more control, accountability and transparency in autonomous AI systems, presenting a clear opportunity for organisations to strengthen confidence and increase adoption.

Trust in the institutions responsible for governing AI also remains low. Just 43% of respondents said they trust companies, and only 41% trust governments, to manage AI‑related data effectively. Notably, scepticism is often highest among those who use AI most frequently, particularly educated, white‑collar workers — suggesting that familiarity often brings higher expectations, not reassurance.

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.”

A more deliberate phase of AI adoption

The survey indicates that the UK is entering a more deliberate phase of AI adoption, where progress is balanced with consumer caution. While confidence in governance remains fragile — with 73% of respondents concerned about AI systems being hacked or breached — the willingness to engage with AI remains high when the benefits are clear.

UK survey respondents were most comfortable adopting AI in practical, outcome‑driven contexts, particularly where systems can improve response times (59%) and reliability (35%) or create better value for money (52%).

In more emotionally sensitive or high stakes situations, some users appear more comfortable engaging where clear safeguards, privacy and consistent decision-making are visible. For example, half of all UK respondents have consciously used AI as part of health or wellness experience in the last six months, while 35% have used it in financial activities where consistency and data protection are critical.

Training emerges as a critical trust enabler for AI

The data found that training and upskilling are also playing a critical role in shaping confidence in widespread AI adoption. Just 23% of respondents said they had received significant training or education in AI, suggesting that AI-specific skills development can not only increase productivity, but also help restore a sense of understanding and control.

Matthew Ringelheim, added: “Alongside trust, skills development plays a critical role in successful AI adoption. As AI tools become more capable, people will need greater confidence in how they’re used at work and clearer, practical guidance on how to use them responsibly. Training also better equips users to better spot errors, challenge outputs and make more informed decisions on when to rely on AI and when to escalate human judgement. Workforce confidence — built through the right skills — will be decisive in turning AI momentum into long‑term growth for the UK.”