New research from Smarsh, a leading communications data and intelligence provider, reveals that UK financial services are being rapidly transformed by artificial intelligence, with employees both eager and wary as the technology permeates daily operations. Based on a survey of 2,000 UK financial services and insurance employees, the study shows that over a third (37%) regularly use public artificial intelligence platforms like ChatGPT and Microsoft 365 Copilot for work purposes. Yet despite this growing reliance, 55% say they have never received official training in the use of these tools, raising fundamental questions about security, compliance, and preparedness.
The data highlights significant gaps in organisational oversight: 38% of employees are unsure whether their company has adequate mechanisms to capture and monitor artificial intelligence output, while 21% are certain that no such processes exist. Nonetheless, over two-thirds (69%) would feel more confident if all artificial intelligence outputs were captured and monitored for transparency, suggesting an appetite for responsible adoption aligned with robust safeguards. Tom Padgett, president of enterprise business at Smarsh, commented that while artificial intelligence can drive productivity, firms must actively create guardrails to prevent data leaks or misconduct. Employees appear eager to work within a safe, transparent, and compliant artificial intelligence environment that can unlock long-term growth.
The study also examined views on artificial intelligence agents—automated systems such as chatbots used for customer-facing tasks or investment activities. Nearly half (43%) of respondents report their organisation uses such agents for customer communications, and 22% for investment-related functions like portfolio management. Yet concerns persist: 31% doubt their firm´s ability to meet regulatory obligations when using artificial intelligence agents, while 29% are unsure about the fate of potentially sensitive information being processed through these tools. The findings arrive as the Financial Conduct Authority prepares to launch a live artificial intelligence testing service to support firms rolling out consumer-facing tools. Paul Taylor, vice president of product at Smarsh, warned that uncontrolled use of public tools equates to ´digital negligence´, urging companies to ensure comprehensive monitoring and auditing. Smarsh promotes solutions enabling compliant artificial intelligence deployments, helping firms future-proof communications infrastructure and stay competitive amid mounting regulatory expectations.
