While UK savers are open to AI playing a role in pension customer support, they are not ready for a fully automated experience, research from PensionBee has revealed.

The survey found that more than three quarters (79 per cent) of savers would prefer a mix of human and AI interaction when managing their pension accounts, highlighting a "strong preference" for a hybrid approach.

This figure included 11 per cent of respondents who said they would be comfortable with AI taking the lead, while 34 per cent preferred mostly human agents with AI acting as support, and a further 34 per cent expressed a preference for an equal mix of humans and AI working together.

In contrast, only 16 per cent preferred entirely human support and a further 5 p[er cent said they were unsure.

More broadly, the survey found that UK adults are generally accepting of AI in pension services, provided it works alongside human agents rather than replacing them, with the majority (82 per cent) expressing either a positive or neutral stance on AI-assisted pension support, while less than a fifth (18 per cent) were opposed.

PensionBee highlighted this as indication that, for most savers, AI is seen as a useful tool to streamline customer service rather than a replacement for human expertise.

However, transparency remains a key issue, as more than three quarters (79 per cent) said it was important that AI tools used in pension support are transparent about how they make decisions, with 45 per cent viewing full disclosure of AI-driven determinations as essential.

In contrast, just 3 per cent believed transparency was unimportant, demonstrating a strong demand for clarity and accountability in AI’s growing role within financial services.

The main advantages, meanwhile, were the idea of 24/7 availability, cited by 34 per cent of respondents, while 23 per cent valued faster response times.

Others highlighted improved accuracy (14 per cent) and AI’s ability to handle repetitive tasks (16 per cent) as key advantages.

However, 12 per cent saw no benefits at all, which PensionBee cited as evidence that while AI integration is widely accepted, scepticism remains among some pension savers.

PensionBee VP of data, Luis Mejia, said: “These results confirm what we’ve long suspected, that UK savers see AI as a valuable tool, but not a substitute for human expertise.

“Savers want the best of both worlds – faster service and round-the-clock availability, but with the reassurance of human oversight. The challenge for pension providers is to ensure AI-driven services remain transparent, reliable and truly enhance the customer experience.”

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