Our latest AI in Professional Services Community session brought together colleagues from across the sector to explore how artificial intelligence is being adopted in professional services, the barriers to wider engagement, and the practical steps institutions are taking to support staff.
Rather than focusing solely on the technology, discussions centred on the human side of AI adoption: building confidence, encouraging responsible experimentation, and creating environments where colleagues feel comfortable sharing both successes and lessons learned. Alongside practical examples of AI in action, participants reflected on the skills, governance, and strategic considerations that will shape the future of AI across professional services.
Moving Beyond the Early Adopters
A recurring theme was that AI adoption continues to be driven by a relatively small group of enthusiastic users. While these early adopters play an important role in exploring new approaches and sharing their experiences, many organisations are still finding it difficult to broaden engagement across professional services.
Participants suggested that the main barriers are often less about technology than confidence. Many colleagues are already using AI in modest but valuable ways but hesitate to share their experiences because they feel they are not advanced enough to contribute. Others remain uncertain about when AI is appropriate, how to use it safely, or what expectations exist within their organisation.
Creating an environment where all levels of experience are welcomed was seen as an important step towards building a stronger community of practice and encouraging wider participation.
Practical Examples Build Confidence
The discussion highlighted several examples of AI supporting everyday professional services activities. These included secure AI environments that allow sensitive information to remain within institutional controls while generating accessible summaries for research ethics processes, and tools that transform complex guidance into reusable reports for specialist support teams.
Participants also discussed AI supporting professional development planning, training design, administrative tasks, and idea generation for service improvements.
These examples reinforced the value of focusing on practical, role-specific applications rather than abstract discussions about AI capabilities. Seeing how AI can support familiar workflows helps colleagues identify opportunities to save time while maintaining appropriate governance.
Responsible Use Remains Essential
Alongside enthusiasm for AI’s potential, participants emphasised the importance of responsible use. Discussions explored the need to consider data protection, confidentiality, intellectual property, and organisational policies before sharing information with AI tools.
A simple guiding principle emerged: if information would not normally be shared with an external party, it should not automatically be uploaded to a public AI service.
Developing clear guidance around approved tools, appropriate use cases, and secure working practices was recognised as an important part of helping staff build confidence while reducing uncertainty.
Sharing Practice Across the Community
The conversation highlighted growing interest in creating opportunities for colleagues to learn from one another through practical examples. Participants discussed maintaining libraries of approved AI use cases, documenting successful projects, and sharing examples that explain not only what was achieved but also how privacy, governance, and security considerations were addressed.
The group agreed that valuable contributions do not need to demonstrate cutting-edge innovation. Even simple examples of everyday AI use can help others recognise opportunities within their own roles, build confidence, and encourage wider participation across professional services.
Training and Support
Participants reflected on the need for learning opportunities designed specifically for professional services colleagues.
While a growing range of AI training is available, including the new Jisc AI Literacy for Professional Services Curriculum, there was recognition that many staff would benefit from more introductory pathways, slower-paced learning, and resources that acknowledge varying levels of confidence and experience.
Recordings, practical demonstrations, and opportunities to revisit concepts were all identified as useful ways of making training more accessible. The discussion reinforced that effective AI adoption depends not only on technical skills but also on helping colleagues understand when AI is appropriate, how to use it responsibly, and where to find ongoing support.
AI Literacy and Professional Practice
A particularly thought-provoking discussion centred on AI literacy. Rather than expecting every member of staff to become an expert user, participants described AI literacy as developing enough understanding to make informed professional decisions.
This includes recognising AI’s capabilities and limitations, understanding potential risks, and knowing when human judgement remains essential. This perspective allows colleagues to engage with AI in ways that are appropriate to their role while recognising that informed awareness is becoming an increasingly important professional capability.
Looking Ahead
The conversation also explored broader strategic questions about the future of AI within organisations, including platform dependence, evolving regulation, and the importance of maintaining flexibility as technologies continue to develop. Participants recognised that institutions will need to balance innovation with effective governance while ensuring staff remain supported throughout this period of rapid change.
The community also heard about upcoming opportunities for professional services colleagues, including Jisc’s new professional services pilot opportunity, continued training activities, and future resource sharing through the community mailing list. Feedback from participants will help shape future sessions and ensure support continues to meet the community’s needs.
As the final meeting of the academic year, the session provided an opportunity to reflect on the progress already being made while recognising that building confidence, sharing practice, and supporting colleagues remain central to successful AI adoption. Our AI in Professional Services Community sessions will return in the new academic year, providing further opportunities to learn from one another, exchange practical experiences, and continue developing responsible and effective approaches to AI in professional services.
Useful Links
FEA-I KnowledgeFlow pilot – call for expressions of interest – Jisc’s new professional services pilot
Understanding AI in tertiary education for professional services – Jisc – Session 1/3
Essential AI skills for professional services – Jisc – Session 2/3
Ethical and responsible use of AI for professional services – Jisc – Session 3/3
Western University – Domains of AI Awareness for Education
AI & Automation Lead Apprenticeship | Level 4 AI Apprenticeship |
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.
For regular updates from the team sign up to our mailing list.
Get in touch with the team directly at AI@jisc.ac.uk