AI in Professional Services Report: Adoption, Trends, and Impact

If you believe the headlines, AI is either about to replace every knowledge worker or usher in a golden age of productivity. 

And if you run a professional services firm, you’ve probably felt the pressure to get on board with AI—and do it quickly. Promises like efficiency gains, cost savings, competitive advantages are what is dominating the conversations everywhere we turn, but we believed that the reality was likely much more nuanced (and human). 

To test that belief, we surveyed agency leaders, consultants, and service firm owners and employees to understand how AI is actually impacting their reality—and what we found was a move to adopt that is built less on revolutionary changes and more on thoughtful integration.

Whether you’re just starting to explore AI or looking to optimize your current approach, this report provides the data-driven insights you need to navigate the opportunities and challenges ahead.

What we discovered

Smaller firms are leveraging agility with AI. We learned that most firms are using some form of AI and the speed with which they’re adopting more is notable. But contrary to popular assumptions, smaller firms are leaning in more. With more flexibility to experiment, they may be the new standard bearers. 

Adoption in AI across teams varies dramatically. While technology adoptions tend to follow predictable curves, this feels different. Implementation of AI appears to be unique, based on firm culture, leadership approach, and the nature of work. We also learned that strategic integration seems to be winning out. 

There is a gap between productivity and profitability gains. The survey suggests that AI is having a positive impact on productivity, but the profitability improvements represent a disconnect. It turns out that it’s challenging to translate AI efficiency into measurable business results: getting work done faster doesn’t always mean getting paid more. 

The human element isn’t going anywhere. We did see concerns about work quality in our survey, with many firms implementing tools without the frameworks to manage them. But we also noticed fears around being able to maintain the standards and relationships that have driven success. The good news? Human oversight is as important as ever. 

Preparation and experimentation are key to maintaining integrity. We found that firms that are turning AI adoption into a collaborative learning process are finding real wins. Our results show when AI is being used as a creative starting point rather than replacing the refinement and iteration, enhanced creativity is the result. 

The Path Forward

What our survey showed is that the industry is moving quickly, but carefully. It aligns with what professional services firms have historically been built on: a careful, strategic evolution. Firms that are using AI as a tool to manage and integrate—rather than a technology to fear—are seeing real gains.

For a deeper dive into what what we learned, download “AI in Professional Services: Promise & Practice”.