The latest AI in Professional Services Community session brought together colleagues from across the sector to share how institutions are navigating the rapidly evolving AI landscape. The conversation reflected a community that is actively experimenting, learning, and refining its approach – balancing innovation with responsibility.
Some key discussions:
A Broad and Evolving Landscape
The community continues to take an intentionally wide view of AI in professional services, spanning functions such as finance, legal, data protection, student engagement, and research support. This broad scope is helping institutions surface diverse use cases and shared challenges, even as there is recognition that more focused discussions may be needed as adoption matures.
Across the board, most institutions are still in exploratory or early implementation phases. Many are piloting tools like Copilot, often starting with free versions, while assessing where deeper investment may deliver meaningful value.
From Experimentation to Targeted Use Cases
A recurring theme was the shift from informal experimentation to more structured, value-driven implementation. Several institutions described forming internal working groups to identify and prioritise AI use cases. Early efforts often involve “testing the waters” – exploring capabilities, understanding limitations, and identifying opportunities for efficiency gains.
More advanced approaches are beginning to emerge. Some organisations are targeting small, high-impact teams – particularly in areas like legal services and data protection – where workload is high and processes are well defined. Use cases such as contract review, Freedom of Information (FOI) responses, and operational reporting are being trialled using combinations of chat-based AI, agents, and workflow automation tools.
What stands out is a growing emphasis on measuring value. Rather than adopting AI for its own sake, teams are asking: What problem does this solve? What time or cost savings does it deliver? How should success be evaluated?
Training Demand Outpacing Supply
As interest in AI grows, so too does the demand for training. Our (Jisc’s) new introductory courses aimed at professional services staff have seen a strong uptake, highlighting a widespread appetite to build foundational knowledge.
However, the challenge is quickly shifting from awareness to capability. While basic training is valuable, many staff are now seeking more advanced, practical guidance – particularly around how to apply AI effectively in their day-to-day roles.
There is also a clear need for better signposting. Even among active users, uncertainty remains about where to find trusted guidance, how to use tools appropriately, and what institutional policies apply.
Engagement: Reaching Beyond the Early Adopters
Engaging staff remains one of the most persistent challenges. Surveys and feedback exercises often attract those already interested in AI, making it difficult to understand the needs of the wider population.
Several strategies are emerging to address this. AI champions networks and communities of practice are helping to share knowledge and build momentum beyond central IT teams. Targeted engagement, such as focusing on high and low users of AI tools, is also proving effective in uncovering both success stories and barriers to adoption.
A particularly interesting challenge is the “silent majority”: staff who are neither enthusiastic nor resistant. Understanding this group is critical, as they represent the bulk of the workforce but are often underrepresented in feedback and discussions.
Navigating Resistance and Ethical Concerns
Alongside enthusiasm, there’s also resistance. Some staff have ethical concerns about AI, while others are hesitant due to uncertainty or lack of confidence.
Institutions are increasingly recognising the need to accommodate this diversity of perspectives. This includes providing clear guidance, offering alternative approaches where necessary, and ensuring transparency in how AI is used. Rather than forcing adoption, the focus is shifting toward informed choice – equipping staff with the knowledge to decide when and how to use AI responsibly.
Data Security, Privacy, and the Shadow IT Challenge
Concerns about data security and privacy remain front of mind. Discussions highlighted the importance of understanding how AI tools handle data, particularly in relation to prompts, file uploads, and integrations with third-party services.
A key risk area is “shadow IT” – this is the use of unapproved AI tools by staff. While difficult to eliminate entirely, there is a growing consensus that improving AI literacy and providing secure, endorsed alternatives is the most effective way to mitigate this risk.
Making Sense of an Overwhelming Information Landscape
Another shared challenge is the sheer volume of AI-related content. With new tools, updates, and opinions emerging daily, staying informed can feel overwhelming.
Participants highlighted the value of curated, sector-specific resources such as weekly digests, trusted publications and professional networks. These resources are helping to filter signal from noise, enabling teams to focus on what is most relevant to them.
Looking Ahead
The conversation in this session demonstrated that AI in professional services is moving beyond curiosity and experimentation towards more intentional, strategic use.
The next stages will require continued collaboration – sharing use cases, refining guidance, and building confidence across the workforce. It will also require a careful balance between innovation and governance, ensuring that adoption is both effective and responsible.
Our next community meeting is on 27th May at 12:30-1:30pm, we hope to see many of you there.
Useful Links
AI in Professional Services: Purpose first, product second – Jisc blog
Introducing an AI literacy curriculum for professional services staff – Jisc blog
Artificial intelligence and the environment: Putting the numbers into perspective – Jisc blog
New Data: AI Is Almost Green Compared To Netflix, Zoom, YouTube – Forbes
Generative AI is Not Inevitable w/ Emily M. Bender and Alex Hanna – Episodes – Tech Won’t Save Us
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