New research from bluQube, a cloud-based accountancy software provider, has highlighted a clear divide among UK senior directors on the use of artificial intelligence versus human expertise in financial functions. While a majority see the benefits of automation, many still prefer the human touch for key tasks, especially when it comes to accounts.
The report, titled Balancing the Human Touch in the Age of AI, found that 71 per cent of senior directors from UK small and medium-sized enterprises (SMEs) believe AI, machine learning, and automated analytics effectively support financial operations and decision-making. Despite this, 44 per cent still prefer human expertise for managing accounts, the highest among all finance functions.
When it comes to payroll and tax, opinions remain mixed. For payroll, 35 per cent of directors preferred automation, while 42 per cent favoured human interaction. Similarly, for tax functions, 37 per cent opted for AI-driven solutions, while 41 per cent preferred human-led support. This ambivalence underscores a balancing act between technology’s efficiency and the reassurance provided by human oversight.
“These findings show that businesses are embracing technology for its efficiency and accuracy in routine tasks,” Rob Swann, Operations Director at bluQube, said. “AI can handle data entry, transaction processing, and basic customer queries effectively. However, there’s a clear message from UK SMEs: while AI excels at data processing, human professionals bring critical thinking and strategic insight.”
The research also emphasises the ongoing importance of human support in technology-driven services, with 79 per cent of directors considering guaranteed access to human-staffed support teams a critical factor when choosing financial software.
“AI is evolving at a healthy pace and brings real benefits to businesses,” Swann added. “Yet, strategic planning requires a level of understanding and human involvement that technology alone can’t provide. The future of finance lies in blending AI’s capabilities with the irreplaceable elements of human expertise—critical thinking, relationship building, and personalized support.”
As businesses navigate the evolving landscape of finance, the report suggests a hybrid approach will be key. “The true impact of AI remains to be seen, but those who can strike the right balance between automation and human insight are poised to thrive,” Swann concluded.
With AI’s role in finance growing, the findings reflect a broader trend in UK businesses: while automation is widely welcomed, the need for human judgment and personalized support remains irreplaceable in building trust and delivering strategic value.
