Consumers happy to use AI to liaise with care homes, but for simple queries for now

As more and more care homes look to adopt AI to improve productivity and efficiency, a new survey shows that people are happy using AI when contacting care homes for simple queries - 40% for general info such as opening hours and 33% for booking or changing the date of a visit.

The survey of 2,000 UK consumers was commissioned by Moneypenny, the leading customer conversation company, to find out how receptive people are to using AI when contacting different types of businesses.

Where care homes are concerned, the survey showed consumers are happier using AI for simple queries than for more complex or sensitive issues, as only 18% would be happy using AI to ask about the wellbeing or health of a loved one in a care home and 16% for settling a bill.

A sceptical 33% said they aren’t happy to use AI for any communications with care homes.

The survey also showed that a higher proportion of older generations said they're not happy using AI for any comms: 44% of Baby Boomers and 37% of Gen X, compared with only 23% of Gen Z and 24% of Millennials.

There are clear generational differences in attitudes though, as younger people are happier using Ai for asking about a loved one's well-being: 30% of Gen Z and 27% of Millennials, compared with only of 12% of Gen X and 8% of Baby Boomers.

Between the sexes, men seem to be happier than women about using AI to ask about the wellbeing of a loved one: 25% vs 13%.

Commenting on the results, Sarah Roberts, Head of Health and Care for Moneypenny, said: “As more and more businesses start adopting AI to improve productivity and efficiency, it’s not a case of one size fits all, and with care homes, while progress is being made in consumers’ readiness to use AI for simple queries, the survey showed they aren’t so comfortable to use it for more sensitive or complex conversations. The best customer experiences will be achieved by blending both tech and human communications seamlessly, with AI handling simple queries quickly and efficiently, but deferring consumers to a real person for sensitive issues.”

Notes to editors: Survey commissioned through Censuswide from 8-10 June 2026 among 2,000 nationally representative UK consumers.

Moneypenny is the leading customer conversations partner to businesses across the UK and US, blending exceptional people with proprietary AI technology to deliver trusted caller experiences at scale. With an award-winning culture and more than 25 years’ experience handling over 180 million conversations, Moneypenny understands where automation adds value and when only a real person will deliver the empathy, judgement and trust that define reputation.

Supporting tens of thousands of clients around the clock and managing more than 40,000 conversations every day, Moneypenny goes beyond answering to fulfil caller needs, ensuring every customer contact is handled brilliantly - helping organisations respond consistently, protect their customer relationships and grow with confidence.

Founded in 2000 in Wrexham, North Wales, Moneypenny has grown from small start-up into a transatlantic team of over 1,000 colleagues across the UK and US.

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