Colt Technology Services, a notable name in digital infrastructure, has released findings from its latest research report, "Concern to Confidence: How Telecoms Businesses Can Embrace AI Without Leaving People Behind." This report delves into the perspectives of telecoms employees on the integration of artificial intelligence (AI) in the workplace and underscores the necessity of a 'people-first' AI strategy.
The study is based on comprehensive interviews and a survey conducted with 1,005 telecom workers across nine countries, including the UK, USA, and Germany. It reveals potential risks if staff are not adequately integrated into AI advancements, as one participant noted, “There is an assumption everyone is ready to adapt, but a lot of people are just overwhelmed and staying silent.”
Employee sentiment and security concerns
Survey data highlights that less than a quarter (23%) of respondents are very confident about their job security. This insecurity is particularly pronounced among junior and entry-level employees.
Additionally, over half of the workforce (55%) express concerns about AI replacing their roles, a fear predominantly held by women in roles such as marketing, finance, and customer service. Despite these concerns, a majority (63%) of those surveyed believe AI could enhance gender equality within the sector if biases are effectively managed.
AI integration and country-specific AI usage
AI applications embedded in search and generative AI are among the most frequently utilised technologies
The use of AI tools varies significantly by region among organisations that have already integrated AI into daily operations. AI applications embedded in search and generative AI are among the most frequently utilised technologies.
For instance, in India, 56% of respondents reported daily use of AI in search functions, while generative AI is widely adopted in both India (43%) and the UK (38%).
Frank Miller's insights on AI integration
Frank Miller, Colt's Chief AI and Platforms Officer, emphasised the empowering potential of AI, stating, “As our study shows, AI offers employees incredible opportunities... But businesses must set in place a people-first approach, built on responsible AI principles, or they risk reinforcing disparity.”
Addressing gender disparities and upskilling initiatives
The telecoms industry, traditionally challenged in achieving gender parity, sees potential in AI to advance gender-related goals. Although only a minority currently rate gender diversity as excellent at higher levels, nearly two-thirds foresee AI aiding in improving gender targets.
Concurrently, around 24% of companies are enhancing employees' skills in their current positions, with 21% focusing on skill development for different roles. Tools for this include online courses and mentorship programmes.
AI's positive impact on daily telecom tasks
Employees exhibited positivity regarding AI's effects on their roles, indicating benefits
Employees exhibited positivity regarding AI's effects on their roles, indicating benefits like accelerated task completion, enhanced data analysis, and potentially increased productivity.
These improvements were notably valued across various countries: Indian telecom workers prioritised faster task completion, while those in Germany saw benefits in quicker data analysis.
Colt's AI strategy pillars
Colt's AI strategy is anchored on 'People and Culture' and 'Responsible AI.' These foundational pillars focus on several key areas:
- AI Literacy: Ensuring comprehensive training and support for AI system users.
- Culture and Community: Encouraging a growth mindset and inclusivity in discussing AI's potentials and challenges.
- Social Sustainability: Managing AI risks with a focus on fairness and accountability.
- Environmental Sustainability: Prioritising efficient AI technology design for reduced environmental impact.
- AI for Good: Promoting AI applications that bring net positive benefits.
By adhering to these structures, Colt aims to foster an inclusive AI future that prioritises employee engagement and yields substantial organisational and societal benefits.
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 marginalised 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 organisations 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 programme 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 organisations prioritise 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. Prioritising principles of fairness, transparency and accountability.
- Environmental Sustainability: Understanding the true lifecycle impacts of AI and prioritising efficient design choices across hardware and software.
- AI for Good: advancing and prioritising AI use cases which provide positive net benefits for people and the planet.
