Colt Technology Services, a prominent player in digital infrastructure on a global scale, has unveiled insights from its recent study titled "Concern to Confidence: How Telecoms Businesses Can Embrace AI Without Leaving People Behind." This investigation delves into telecom employees' perceptions of AI integration in their work environments.
Through comprehensive interviews and a survey engaging 1,005 telecom professionals across countries such as Finland, France, Germany, India, Italy, Japan, Spain, the UK, and the USA, the report underscores the significance of a "people-first" AI approach and the potential risks if employees are marginalized.
Employee Concerns and AI Integration
The study reveals less than one in four employees feel very secure in their jobs, with junior and entry-level roles showing the highest insecurity levels. A majority (55%) express concerns about AI potentially replacing their jobs, with particular anxiety noted among roles predominantly held by women, such as marketing, finance, customer service, and administration.
Nevertheless, 63% of survey participants believe AI might enhance progress towards gender equity, emphasizing the need to address biases in AI systems and including diverse perspectives from inception.
Varying AI Adoption Across Nations
Stats indicate AI search functionalities are used daily by 35% of respondents, climbing to 56% in India
Differences in AI tool usage are observed across countries, with AI-enhanced search features and generative AI being the most frequently utilized technologies. Stats indicate AI search functionalities are used daily by 35% of respondents, climbing to 56% in India.
In contrast, 43% in the UK and 39% in the US are daily users. Additionally, 24% engage with generative AI daily, with India leading at 43%, followed by the UK at 38% and the US at 28%.
Early AI Integration: Opportunities and Challenges
Frank Miller, Colt's Chief AI and Platforms Officer, emphasizes that AI can vastly benefit employees by enhancing knowledge expansion, task management, and workplace efficacy.
However, he warns of possible exacerbated disparities without a responsible, people-centered AI strategy. Miller advocates for inclusive practices from the initial stages of AI adoption to nurture a competent workforce ready for future challenges.
Telecom Industry's AI Journey
Colt research indicates pressing concerns about AI-induced job displacement, especially in fields
The Colt research indicates pressing concerns about AI-induced job displacement, especially in fields predominantly occupied by women. Implementing balanced AI models with diverse contributors is crucial.
While gender diversity remains limited, advancements in AI could drive improvements; 63% believe AI could help achieve gender objectives.
Upskilling and AI Education
Organizations are actively addressing AI’s role in shaping workforce skills. About 24% of companies are upskilling employees for current roles, and 21% are preparing them for new roles.
The initiatives include a combination of online courses (47%), reading materials (41%), and conferences (35%). Formal education options like certifications or mentorship programs also support skill enhancement.
Positive Impacts of AI on Daily Tasks
Despite concerns, telecom employees generally hold positive views regarding AI’s impact
Despite concerns, telecom employees generally hold positive views regarding AI’s impact. Anticipated benefits include accelerated task completion, highlighted by workers in India (50%), the US (43%), and Japan (44%).
Enhanced data analysis and error reduction are other expected advantages, with productivity gains noted as the top benefit in the UK and France.
A People-First Approach to AI
Miller iterates the necessity of an equitable AI strategy, urging organizations to cultivate a culture promoting fairness, inclusion, and transparency. By prioritizing responsible AI, businesses can increase employee engagement and customer satisfaction.
Colt upholds this belief through its strategic pillars: AI literacy, inclusive culture, social and environmental sustainability, and advancing AI for beneficial outcomes.
Colt Technology Services (Colt), the global digital infrastructure company, released data from its latest research entitled ‘Concern to Confidence: How Telecoms Businesses Can Embrace AI Without Leaving People Behind’, which explores telecoms employee sentiment around AI in the workplace.
The Colt report – built on in-depth interviews and a survey which questioned 1005 workers from a variety of roles in telecoms firms from Finland, France, Germany, India, Italy, Japan, Spain, the UK and the USA – highlights the importance of a ‘people-first’ AI strategy and outlines the risks presented if employees are left behind, with one person interviewed stating, “There is an assumption everyone is ready to adapt, but a lot of people are just overwhelmed and staying silent”.
Another interviewee says, “Too often, decisions about AI are being made in rooms where there’s no one thinking about equity,” and another says, “If the data reflects historical bias, and the system learns from that, we are just codifying inequality”.
Highlights from the survey
- Less than one in four (23%) respondents feels very confident in their job security, and this lack of confidence is more prevalent among employees in junior and entry-level positions
- 55% of employees are concerned around AI replacing their roles and those most concerned are in positions more likely to be occupied by female survey respondents
- Despite this, most respondents (63%) believe AI will improve progress on gender targets, although care is needed to mitigate bias in AI systems and to consult a diverse set of employees from the outset
- Data reveals variances in the use of AI tools from country to country - among those whose company has integrated AI in day-to-day operations - with AI built into search and generative AI among the most commonly used
Earliest stages of the AI journey
Frank Miller, Chief AI and Platforms Officer, Colt Technology Services said, “As our study shows, AI offers employees incredible opportunities to expand their knowledge, streamline daily tasks and focus on what truly matters – and this in turn drives successful business outcomes. But businesses must set in place a people-first approach, built on responsible AI principles, or they risk reinforcing disparity and limiting opportunity for marginalized groups.”
He continued, “By bringing employees in from the earliest stages of the AI journey, by maintaining open communication, providing accessible skills training and fostering a culture of continuous learning, the telecoms industry can build a diverse, talented and empowered workforce ready to face the future with confidence and excitement”.
Key findings from the report
Concerns continue around role displacement and AI reinforcing disparity
55% say they are concerned about AI displacing their role or part of their role in the future. Employees in marketing (60%), finance (60%), customer service (59%) and admin (58%) roles are more likely to be concerned about AI displacing their role – roles predominantly held by female survey respondents, with one person interviewed stating, “If you look at the areas that are being automated first, they tend to be roles often filled by women” and another backing this up with, “We need more diverse people feeding across the company into these models; right now it’s mostly the same demographic building the tools”.
The report also highlights a gap in awareness of steps organizations are taking to mitigate the risk AI poses to gender disparities – if they are taking these steps at all.
At the same time, respondents note the opportunity to improve progress on gender targets, if businesses can get it right
Traditionally, the telecoms industry is not known for its gender parity, but while few respondents currently believe the level of gender diversity is excellent at board level (stated by 20%); senior management level (20%) and across the company (22%), almost two thirds (63%) of respondents say they believe AI will improve progress on any gender targets their company is working on - or plans to work towards.
Businesses are providing a variety of tools to equip workers with AI skills
To help prepare employees for the future, around one in four businesses (24%) is upskilling employees in their current roles, while just over one in five (21%) is upskilling employees for a different role altogether.
Tools offered by businesses to help with upskilling include online courses (offered to 47%); reading materials (41%) and attending conferences (35%). One in three (33%) has access to in-person courses; over one in four (27%) can work towards a certification/formal achievement and one in five has a mentor program in place.
Findings reveal a positivity around the impact of AI
Overall, there was a positivity around AI with telecoms employees hopeful it would bring benefits to their roles including faster data analysis and improved productivity. Options selected by country were:
- Speeding up time to complete tasks – the preferred option for telecom workers in India, selected by one in two; in the US, cited by 43% and Japan, selected by 44%
- Faster analysis of data, selected by 44% of respondents in Germany and 46% in Finland
- Reduced risk of errors, cited by one in three (33%) respondents in Italy and 29% in Spain
- Boosting productivity, the most popular option for the UK (41% of respondents) and in France (30%)
Integrated AI in day-to-day operations
AI built into search was mostly likely to be used on a daily basis, cited by 35% of respondents on average whose company has integrated AI in day-to-day operations, rising to 56% in India, 43% in the UK and 39% in the US. Almost one in four (24%) use generative AI every day, with the highest adoption in India (43% use it daily), 38% in the UK and 28% in the US.
Frank continues, “A people-first approach to AI promotes equity and inclusion, making sure AI systems do not unintentionally reinforce bias and helps developers and organizations prioritize safety, fairness and accountability. It builds trust and transparency and, ultimately, it generates deeper employee engagement and a great customer experience”.
Colt’s own foundational pillars
‘People and culture’ and ‘Responsible AI’ are two of Colt’s own foundational pillars on which its AI strategy is built. These frameworks include focusing on:
- AI Literacy: ensuring people building/deploying/using AI systems have sufficient levels of knowledge, training and support for operational activities.
- Culture and Community: promoting an open-minded, growth mindset culture with a critical approach while using AI’s output, while building inclusive spaces for all to engage on AI's opportunities and risks.
- Social Sustainability: managing risks to individuals and societal groups from AI’s deployment. Prioritizing principles of fairness, transparency and accountability.
- Environmental Sustainability: Understanding the true lifecycle impacts of AI and prioritizing efficient design choices across hardware and software.
- AI for Good: advancing and prioritizing AI use cases which provide positive net benefits for people and the planet.
