Companies from across the Channel have welcomed government’s new AI Opportunities Action Plan.
The plan, which was unveiled by Prime Minister Sir Keir Starmer this week, sets out how government aims to use AI across the UK to boost growth and deliver services more efficiently,
Spearheaded by British tech investor Matt Clifford, CBE, it outlines 50 key recommendations to drive AI innovation.
Backed by several tech firms, some of which have committed £14 billion towards various projects, creating 13,250 jobs, the plan also includes proposals for growth zones where development will be focused.
A new digital centre within the Department for Science, Innovation, and Technology will spearhead AI adoption in public services, improving efficiency and citizen experience.
Government will also significantly increase public compute capacity, starting with the development of a new supercomputer.
Additionally, a new National Data Library will be established to securely unlock the value of public data for AI development.
Chris Angus, VP for contact centre engagement, 8x8, welcomed the plan, describing it as a “very positive step for the UK”.
He said, “This initiative not only promises to supercharge skills and future-proof our economy, but it also has the potential to revolutionise customer service across multiple sectors, delivering not only faster, but smarter and more efficient experiences.
"While there are lingering concerns about potential job losses due to AI, our industry experience is clear: within customer experience, AI works best when it complements human efforts. In this era, where AI technologies require training alongside humans, it’s crucial for AI to function as a support rather than a replacement. AI can advise staff on optimal customer interactions and solutions, enhancing the human touch to deliver top-notch customer services.”
Angus said that AI is also transforming the contact centre landscape by making jobs more rewarding for front-line staff. By handling routine questions, he said that it frees employees to focus on more engaging tasks and trickier, more in-depth customer issues. This shift, he said, not only improves job satisfaction but also frees up time for staff to participate in upskilling and training programmes.
Sheldon Lachambre, director of engineering at DoiT, said, "The announcement of the AI Opportunities Action Plan is an encouraging step towards embracing this transformative technology across the UK. However, it's essential that the public sector approaches AI adoption with both caution and foresight. Rapid implementation without sufficient preparation risks repeating the challenges seen during the hypergrowth of cloud computing over the last decade.
"Government and industry leaders should adopt a strategic and cost-conscious approach to AI. Applying FinOps principles, such as monitoring costs, tracking return on investment, and optimising resource allocation, can help the public sector effectively manage the financial and operational impacts of this technology. A disciplined strategy will not only support successful AI adoption but also enable organisations to unlock its full potential without unnecessary overspending."