Artificial intelligence (AI) in the workplace has long been a sensitive topic. Many people see it as robots taking over their jobs, while some firms remain sceptical about the technology due to the costs. While COVID-19 saw global lockdowns introduced and work patterns change amid a shift to remote work, firms closed as revenues dropped and wreaked havoc on the travel and hospitality industries. In the face of adversity, it forced business leaders to make "smart investments" on the spot to prevent their businesses from collapsing, which saw them "roll-out digital technologies" to keep the workflow going, while keeping their customers satisfied. However, as the coronavirus crisis saw many people lose their jobs, or put on furlough it has brought about a change in attitude towards AI in UK business leaders, according to a study by Fountech.ai,

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A majority of consumers are confused about what artificial intelligence really does, and have misplaced fears that inhibit them from embracing AI-based technology, according to a new study. Despite that, "these fears are often eased once they gain firsthand AI experience – which ironically many enjoy today without even realizing it," notes the study, conducted by Pegasystems Inc. In a survey of 6,000 customers in six countries, Pegasystems found that consumers appear hesitant to fully embrace AI devices and services. Only one in three (36 percent) are comfortable with businesses using AI to engage with them – even if this typically results in a better customer experience. "Almost three quarters (72 percent) express some sort of fear about AI, with one quarter (24 percent) of respondents even worried about robots taking over the world," the study finds.