As AI use rises, human connection matters more than ever

25th October 2026

79% of charities in the UK are now using AI according to the Charity Digital Skills Survey 2026. AI is largely being used for admin tasks like summarising meeting notes, so freeing up time for staff to focus on more high-priority areas. But the scope of AI is expanding, with charities increasingly using AI for research, creating reports and shaping funding bids. 43% of charities are now using AI to generate ideas and creative thinking, up from 35% last year.

Despite these emerging trends, the beating heart of the befriending sector remains the power of meaningful human connection. It is the trusting relationship between a volunteer and the person they support that creates a true sense of belonging and helps people feel that they matter. Real empathy, compassion and lived experience can never be replicated by AI.

If AI’s ability to replace this was ever in doubt, a recent study into the psychosocial impacts of AI companionship chatbots found that AI companionship was associated with increased loneliness, depression and social withdrawal. It had the opposite effect that people searching for connection and support were hoping to find.

‘It feels and is real’

At a time when chronic loneliness is affecting 3.83 million people across the UK, meaningful human companionship is needed now more than ever. Befriending can be hugely varied and flexible: taking place in person, over the phone or through online platforms like gaming. But it always involves a real person who shows up consistently, listens without judgement and builds trust over time.

“She helped me to realise that I am a fighter, and I am capable, I am wonderful and amazing!  The weekly benefit of befriending for a year means changes are easier to implement, it takes time for change. It’s a much more user-friendly environment for change to occur in, to feel safe in and build trust in. It feels and is real.“
– Womankind service user

Creating stronger support systems

Human connection is also crucial for befriending services, especially in the current climate with increased demand alongside financial pressures and low rates of volunteering. Behind every successful befriending project are staff and volunteers navigating complex challenges, often working alone or in small teams, with limited resources. Just as people experiencing loneliness benefit from connection and support, so do the people working hard to address it.

That is why our work is not only about providing information: it’s about building supportive relationships across the UK befriending sector.

One-to-one member support

“They are super responsive and really understand the complexities and challenges of being a befriending manager.”

We pride ourselves on being the only member organisation in the UK providing specialised support to befriending services. Our membership team are always at the end of the phone or an email to talk through challenges and help befriending leads find solutions. We also visit our befriending members in-person and can chat to the whole team.

“Your team is always so approachable, and the breadth of what you offer is incredible.”

Befriending leaders and managers often face situations that can’t be answered by a chatbot. They need someone who understands the complexities of safeguarding, volunteer management and service delivery in befriending. And while the information we provide is deeply valuable, our members tell us that the feeling of being heard and understood is just as important.

‘‘The message that really comes through from Befriending Networks is ‘you can contact us for anything.’”

Peer networking

“The key thing about Befriending Networks is that it brings people together. And without that you’re more isolated and working in your own little sphere which can be quite a negative experience. Whereas when you see that other people are going through the same kind of issues and challenges, and you can problem-solve as a group, that can be really helpful.”

AI can instantly provide hundreds of suggestions, but it cannot recreate the experience of sitting alongside peers who really understand what it’s like to deliver befriending.

Some of the most valuable insights shared at our events are not answers to questions people planned to ask. They come from hearing a colleague describe a challenge, solution or opportunity that you had not previously considered.

“Without Befriending Networks, it would be very difficult to meet and collaborate with other organisations. They act as a central hub to support, guide and connect befriending organisations so we can meet others and share ideas.”

AI can be useful as an efficiency tool and timesaver. But the power of human connection is something it cannot replace.

At Befriending Networks, we believe the resilience and sustainability of the sector will be dependent on us building trusting, supportive relationships with one another. In this way, we can weather the current challenges our sector faces and emerge more connected and stronger together.