The introduction of artificial intelligence (AI) and automation into the workplace presents both significant opportunities and profound challenges for UK businesses and their employees. A new book, 'We Are Not Machines,' by Financial Times columnist Sarah O’Connor, launched recently at the Resolution Foundation, argues that the crucial factor in determining whether technology helps or harms workers lies in how it is implemented and the care taken in its design.
O’Connor's work, drawing on real-world examples, underscores that simply automating tasks does not guarantee positive outcomes. Instead, understanding the specific jobs people do, their values, concerns, and working methods is paramount. This 'going deep' approach, as described by Boris Bambo of Earlybird – a company supported by the Resolution Foundation’s WorkerTech programme – ensures that software is designed to serve humans, rather than forcing humans to adapt to technology. Earlybird's software, for instance, assists employment support workers by transcribing meetings and gathering information, freeing them to be fully present with clients, fostering stronger relationships.
The book also highlights the potential for technology to inadvertently create new problems for workers, even as it offers benefits to consumers. While tools like Google Translate offer convenience and accessibility, O'Connor points out that some human translators in the film and TV industry are finding their jobs becoming more difficult, less satisfying, and lower paid due to how these tools are integrated. This raises critical questions about how work is divided between AI and human input, and the 'human cost' of poorly considered technological adoption.
Despite these challenges, O'Connor's message is ultimately optimistic. The book suggests that a better future of work is achievable, but it requires active engagement from various stakeholders. Policymakers, trade unions, and progressive employers all have a role to play in shaping this future, ensuring that technology serves to enhance human capabilities and job quality. Initiatives like Valla, which uses AI to streamline employment grievance evaluations while also providing community support and legal coaching, exemplify how technology can be used to augment human services rather than replace them entirely.
The regulatory landscape in the UK and EU is beginning to grapple with these issues. The UK's Information Commissioner's Office (ICO) has published guidance on AI and data protection, emphasising fairness, transparency, and accountability in AI systems. Similarly, the EU AI Act, while primarily focused on high-risk AI, sets a precedent for regulatory oversight of AI's societal impact. These frameworks aim to mitigate risks, but experts suggest that proactive engagement from businesses and workers themselves will be key to navigating the complex implications of AI, ensuring it enhances productivity without eroding worker well-being or creating significant job displacement across the UK economy.