AI adoption must not leave workers behind

KUCHING: Businesses must not allow the adoption of artificial intelligence (AI) and automation to come at the expense of workers’ livelihoods, dignity and future employment opportunities.

Senator Datuk Ahmad Ibrahim said technological advancement was necessary for Sarawak to remain competitive, but businesses must balance greater efficiency with their responsibilities towards employees, customers and the wider community.

“Behind every employee is a person, and very often, a family that depends on that income.

“If businesses embrace automation without proper planning, we risk creating greater unemployment and social challenges,” he said at the Sarawak Entrepreneur Association (SEA) Networking and Business Sharing Session at Walk Star Studio here today (Oct 17).

He said digitalisation had fundamentally changed the way businesses operated, with mobile applications, QR payments and automated services increasingly being used in restaurants, hotels, banks, supermarkets, departmental stores and airline ticketing services.

While such developments could improve efficiency, reduce operating costs and provide greater convenience, he said businesses must also consider workers whose jobs could gradually be replaced by machines, applications and AI.

Ahmad cautioned against assuming that all displaced workers could simply undergo retraining and move into new occupations.

“Not everyone can adapt at the same speed. Not everyone has the same educational background, technical ability or opportunity to retrain.

“Some may also find it difficult to move into an entirely different kind of work, especially later in their working lives,” he said.

He called for practical assistance and meaningful employment opportunities across different skill levels.

“We must be realistic. We need empathy, practical assistance and meaningful employment opportunities at different skill levels.

“Technology must serve humanity, not make human beings increasingly irrelevant,” he said.

Ahmad also stressed that businesses should preserve the human element in customer service despite the growing use of digital systems.

He said many customers still preferred speaking directly to receptionists, bank tellers, cashiers and service counter staff when seeking assistance or having questions answered.

“Technology may make transactions faster, but not every customer wants to deal only with a machine or an application.

“An application may process a transaction efficiently, but a human being can show understanding, kindness and empathy,” he said.

He encouraged businesses, where practical, to offer customers a choice between digital convenience and personal service, while using technology to support employees rather than treating automation simply as a means to reduce their workforce.

“Efficiency matters, but so do people,” he said.

Ahmad also called for closer alignment between education, training and Sarawak’s changing economic needs as technology continues to reshape the workforce.

He said educational institutions, industries and policymakers must anticipate future employment needs and equip young Sarawakians with relevant skills in areas including digital technology, AI and advanced manufacturing.

However, he stressed that the future workforce should not be focused solely on highly specialised professions.

“Not everyone will become an engineer, programmer or AI specialist.

“There must continue to be opportunities for people across the full spectrum of employment, including those who provide essential services.

“A progressive economy must create opportunities for everyone, not merely those who are able to keep pace with the latest technology,” he said.

Turning to local entrepreneurship, Ahmad commended SEA for providing a platform for business owners to exchange experiences, strengthen relationships and explore potential collaborations.

He said running a business required courage, financial commitment, perseverance and responsibility, with many entrepreneurs starting small and relying on their own savings and family support.

“When we support a local Sarawak business, we are also supporting its employees, their families and our local economy,” he said.

He urged entrepreneurs to build customer trust through consistent quality, good service and the ability to honour commitments.

“A good reputation takes years to build, and it remains one of the most valuable assets any business can possess,” he said.

Ahmad also urged entrepreneurs to ensure networking resulted in meaningful cooperation rather than simply exchanging contact details.

He said business connections could develop into customer relationships, partnerships and opportunities for mentorship, while established entrepreneurs could help younger business owners by sharing practical experiences.

Referring to SEA’s motto, “Innovate, Prosper and Beyond Sarawak”, Ahmad expressed hope that more local businesses would develop the confidence, capabilities and partnerships needed to compete beyond Sarawak.

He said Sarawak’s economic transformation should ultimately be measured not only by technological advancement and productivity, but also by how its people benefited from that progress.

“We want Sarawak to move forward and our economy to become more competitive, but we must bring our people along with us by using AI and automation to improve efficiency while protecting their dignity, livelihoods and future,” he said.