Artificial intelligence is already delivering a productivity boost for businesses across Scotland, with more than eight in ten users reporting improved efficiency, according to new research from NatWest Group.
The bank’s AI Adoption Report also found that 80% of Scottish businesses using AI had seen greater innovation. The technology is producing commercial results too, with 60% reporting higher revenue and 66% saying profitability had increased.
Most businesses are still at the start of the journey
The findings point to the potential for AI across some of Scotland’s strongest sectors, including financial services, technology, energy, life sciences and advanced manufacturing. It could help firms work more efficiently, develop products and services faster, and compete in both domestic and international markets.
But widespread use does not yet mean widespread transformation. Nationally, only 6% of current business users have reached the point where AI is changing how their organisation operates. That leaves considerable room for businesses to build their skills and make more ambitious use of the technology.
The report also warns that successful AI adoption will depend on more than buying new software. Trust is becoming a key part of the equation, with customers looking for transparency, accountability and human oversight.
Research among NatWest Group retail customers found that 81% consider being able to reach a real person when needed the most important trust factor. A further 77% value reliability, strong human oversight and openness about how their data is used.
Putting people alongside the technology
The message for businesses is fairly clear: AI may improve speed and efficiency, but human judgement and good communication remain essential. Companies that can combine innovation with customer confidence are likely to be better placed to make the most of the technology.
Royal Bank is supporting businesses through its Accelerator programme, which offers practical training, expert advice, access to finance and links to its innovation network. Its work includes a partnership with the University of Edinburgh’s AI Accelerator and a commitment to deliver 5,000 AI learning and adoption engagements to entrepreneurs across the UK over the next 12 months.
AI spending tool to be tested with bank customers
The report includes an example from Royal Bank of Scotland, where an audio-visual AI Spending Insights tool is due to be tested with customers before a wider rollout across the Group.
Built into the mobile app and powered by the bank’s own small language models, the conversational tool lets customers discuss their finances using voice or text. They can ask about spending, examine trends, compare activity over time and receive personalised explanations supported by charts and visualisations.
The tool is designed to help people understand their finances more easily and make decisions with greater confidence, while keeping the option of natural follow-up questions and additional context.
Why this is good news for Britain
Scottish businesses are already reporting gains in efficiency, innovation, revenue and profitability from AI, supporting productivity in important parts of the UK economy. Training and expert support could also help smaller firms access the skills needed to adopt the technology responsibly.
