Our February AI in Professional Services community meeting brought together colleagues from across the sector to explore how we can meaningfully engage Professional Services staff with AI. The conversation was honest, practical and forward-looking. While enthusiasm for AI continues to grow, it’s clear that sustainable adoption depends on trust, clarity, and shared ownership.
Some key discussions:
Building Buy-In: Creating space for professional services voices
The discussion opened with a challenge many institutions are facing: Professional Services colleagues are often underrepresented in AI working groups. Is this due to workload pressures? Uncertainty about changing workflows? Or anxiety about the implications for roles?
Other participants shared similar experiences and a common thread emerged: engagement increases when staff feel there is a safe, relevant space designed specifically for them – not simply an extension of teaching, research, or technology-focused initiatives.
Creating dedicated forums for Professional Services voices signals that their expertise and concerns are central to institutional AI strategy – not peripheral.
Communities of Practice: Confidence through peer support
One institution recently launched a Professional Services Community of Practice focused on AI. Early feedback suggests a strong appetite for a space where colleagues can listen, learn, ask questions and, importantly, voice concerns without pressure to be “champions”.
This approach recognises that not everyone will immediately become an advocate. Instead, it nurtures a network of curious or motivated individuals who can gradually integrate learning within their teams. Flexible participation, whether active or observational, helps build confidence at different comfort levels. This peer-led model appears particularly effective in bridging gaps between early adopters and more cautious colleagues.
Demonstrating the “Art of the Possible”
Several contributors highlighted the impact of practical demonstrations. Rather than leading with abstract AI capability, institutions are inviting teams to identify their pain points first – e.g. heavy administrative loads, repetitive reporting, high-demand service areas – and then showcasing what might be possible.
“Art of the possible” sessions, including consultancy-supported demonstrations, have helped teams visualise automation and AI-enhanced workflows in action. These sessions have been especially impactful for under-resourced teams under pressure to “do more with less”.
Alongside this, digital champion networks and cross-functional groups are supporting both top-down and bottom-up engagement. Seeing real examples, in context, helps move AI from hype to helpful.
Training for Professional Services: Beyond generic resources
The group discussed the growing range of AI training resources, including Microsoft’s Enterprise Skills Initiative, Jisc’s online AI literacy curriculum, and our forthcoming Professional Services-focused training.
While these resources are valuable, attendees noted a persistent gap: much AI training remains tailored to teaching and learning contexts. Professional Services teams often require bespoke, scenario-based sessions that address specific workflows, licensing constraints, and compliance considerations.
Self-paced learning has its place, but engagement appears stronger when training is contextualised, interactive, and aligned to clearly defined operational challenges.
Addressing concerns about roles and professional identity
One of the most thoughtful discussions centred on professional identity and job security, Surveys and conversations in several institutions have raised concerns about how AI may reshape roles or reduce the value of professional expertise. Rather than dismissing these anxieties, participants emphasised the importance of legitimising them. Simply creating space to acknowledge uncertainty has, in some cases, eased resistance and opened constructive dialogue.
Clear communication around institutional strategy, data protection, and responsible use has also helped reduce fear. Clarifying what is safe, compliant, and appropriate – even at a basic level – has proven surprisingly powerful in building trust. Trade unions are beginning to raise AI as a workplace issue, reinforcing the need for transparency and open channels of discussion. Participants agreed that more complex questions are likely to emerge over time, and institutions must be prepared to respond thoughtfully.
From basic automation to Agentic AI
The session concluded with a practical discussion on automation. The key takeaway was that advanced AI solutions rest on solid foundational processes.
Many institutions are starting with straightforward Power Automate workflows – such as structured form submissions, automated responses, or data capture into lists and reports. Once these flows are established, an AI layer can be added to personalise communication or enhance decision-making.
Agentic AI offers powerful possibilities, but scaling it introduces licensing, technical, and governance considerations. The consensus was clear: start with well-defined processes, build confidence in automation, and then expand incrementally.
Looking ahead
The conversation highlighted a sector actively experimenting, learning, and adapting – but also mindful of the human element of change.
Key ingredients for successful engagement include:
- Safe spaces for dialogue
- Visible leadership and clear ownership
- Shared language and practical resources
- Contextual, bespoke training
- Transparent governance
- Honest acknowledgement of concerns
AI adoption in Professional Services is not simply a technical shift, it is a cultural one. By prioritising clarity, collaboration, and community, institutions can ensure that AI enhances professional expertise rather than undermines it.
Our next session is on 11th March 2026 at 12:30-1:30pm.
Useful Links
Microsoft 365 Copilot Training
Boost Productivity with Copilot Chat | Microsoft Copilot
An Agentic AI Primer – Artificial intelligence
A Generative AI Primer – Artificial intelligence
Find out more by visiting our Artificial Intelligence page to explore publications and resources, learn more about our communities and sign up for our AI Literacy training.
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Get in touch with the team directly at AI@jisc.ac.uk