Colt Technology Services has released its latest research, “Concern to Confidence: How Telecoms Businesses Can Embrace AI Without Leaving People Behind,” examining employee sentiment toward artificial intelligence in telecom organisations. The study included interviews and a survey of 1,005 workers across roles in Finland, France, Germany, India, Italy, Japan, Spain, the UK, and the USA.
The findings highlight the importance of a people-focused approach to AI implementation and outline potential risks if employees are not included in transformation efforts. Less than one in four respondents reported feeling confident about their job security, with lower levels of confidence more common among junior and entry-level employees. Additionally, 55% said they are concerned that AI could replace their role, with concerns particularly present in positions that are more commonly held by female respondents.
Despite these concerns, 63% of respondents believe AI could support progress toward gender targets, provided organisations address bias and engage a diverse range of employees during implementation.
Key Areas Identified in the Report:
Employees in marketing, finance, customer service, and administrative roles reported higher levels of concern about potential role displacement due to AI. The report indicates a need for organisations to monitor how automation affects different workforce segments to avoid reinforcing existing inequalities.
Although telecoms organisations generally report limited gender diversity at board and senior management levels, respondents believe AI could contribute to progress on gender targets. Around 20% of respondents view gender diversity as strong at board level, 20% at senior management level, and 22% across the company. However, 63% believe AI could improve progress toward gender objectives.
Companies are implementing training initiatives to prepare employees for AI integration. Approximately 24% of organisations are reskilling employees within their current roles, while 21% are training employees for different roles. Common support mechanisms include online courses (47%), reading materials (41%), attendance at conferences (35%), in-person courses (33%), certification or formal qualification programmes (27%), and mentoring programmes (20%).
Respondents expressed generally positive views on AI’s impact on day-to-day tasks, particularly in improving efficiency and productivity. Regional differences were observed:
- In India, 50% cited faster task completion as a key benefit; in the US, 43%; and in Japan, 44%.
- Faster data analysis was selected by 44% of respondents in Germany and 46% in Finland.
- Reduced risk of errors was cited by 33% in Italy and 29% in Spain.
- Boosting productivity was the most common response in the UK (41%) and France (30%).
- AI integrated into search functions is used daily by an average of 35% of respondents whose companies have deployed AI in operations, rising to 56% in India, 43% in the UK, and 39% in the US. Nearly one in four (24%) use generative AI daily, with higher adoption in India (43%), the UK (38%), and the US (28%).
The report emphasises the adoption of a responsible AI framework built around principles including AI literacy, organisational culture and community, social sustainability, environmental sustainability, and AI for good. These areas focus on ensuring employees understand AI systems, fostering inclusive engagement, managing risks associated with deployment, and considering broader societal and environmental impacts.
