01–06Artificial intelligence is already changing many workplaces. In offices, computer programs can sort emails, summarize long documents and create first drafts of reports. In shops, AI can help predict which products customers may want. In factories, machines can check whether products have been made correctly. For many employees, this does not mean that a robot suddenly takes over their whole job. More often, individual tasks are changing. This is why some experts prefer to talk about “job transformation” instead of “job replacement”.
07–13One example is customer service. Some companies now use chatbots to answer simple questions about opening times, deliveries or passwords. This can save employees time because they no longer need to repeat the same basic information all day. However, difficult complaints still require people who can understand emotions, explain unusual situations and make decisions. “The boring part of my job has become smaller,” says Jamie Collins, who works for an online travel company. “But when a customer is really angry, they want a human being, not a machine.”
14–20AI can also support people in jobs that require specialist knowledge. Doctors, for example, may use computer systems to compare medical images or organize patient information. Teachers can use digital tools to create practice material or adapt exercises for different learners. Yet experts warn that workers must still check the results. AI systems can make mistakes, misunderstand information or produce answers that sound convincing although they are wrong. Dr Maya Patel, a researcher who studies digital work, says that “checking and questioning results will become an important professional skill”.
21–27Not every employee welcomes these changes. Some people worry that companies will use AI mainly to reduce costs and employ fewer workers. Routine office jobs may be especially affected because many repetitive tasks can be automated. At the same time, new jobs are appearing in areas such as AI safety, data management and digital training. The problem is that workers cannot always move easily from one type of job to another. A person whose job disappears may need time, money and support to learn completely new skills.
28–35Because of this, training is becoming a central issue. Some companies offer short courses in which employees learn how to use AI tools responsibly. Others allow workers to experiment with new software during working hours. Lena Hoffmann, who manages a small design company, believes this is essential. “I do not expect every employee to become a computer expert,” she says. “But everyone should understand what the tools can do, what they cannot do and when human judgement is necessary.” She also thinks schools should prepare young people for a world in which learning new skills will continue throughout adult life.
36–45So will AI create a better working world or a worse one? The answer probably depends on how people choose to use it. AI can remove repetitive tasks, support creativity and make some services faster. But it can also increase pressure if employers expect workers to produce more in less time. For employees, the safest strategy may not be to compete with machines at everything. Instead, they can develop the abilities that technology still finds difficult: communication, responsibility, creativity, cooperation and dealing with unexpected problems. This may also change what employers look for when they hire young people. Knowing how to use technology will matter, but so will knowing when not to trust it. In that sense, the future of work may be less about humans versus machines and more about learning how humans and machines can work together.