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Recently I asked Abby, our internal AI tool, what impact artificial intelligence might have on the workforce in engineering companies like ABB. Abby’s response was concise: augmentation, not replacement.
The current news cycle is dominated by predictions of looming job losses due to the increased use of AI, so Abby’s verdict seemed unusual. But, it also happens to be true.
AI is reshaping work by relieving our people of the burdens that slow them down so they can spend more time on what humans do best: solving complex problems, navigating ambiguity, and building the relationships that drive business forward.
Even in customer service, where automation is often met with scepticism, AI is proving itself to be a key efficiency tool by routing tickets more intelligently and suggesting answers faster
If we look at engineers, for example, predictive analytics helps prevent costly downtime, while also offering them more insight into the technology rather than replacing their judgement.
Or for legal teams, tools such as Luminance and Microsoft Copilot sift, redline, and draft at a pace no human could match, but the ultimate decisions still rest with lawyers whose strategic judgement remains irreplaceable.
Our internal accounting and payments teams now use AI-driven anomaly detection tools which reduces the manual effort by roughly 90%. It frees them from the monotony of routine fraud checks so they can focus on complex issues where human judgement matters most.
How to Elevate the Candidate Experience with AI
Even in customer service, where automation is often met with scepticism, AI is proving itself to be a key efficiency tool by routing tickets more intelligently and suggesting answers faster. This efficiency gain allows our teams to spend more time actually helping people rather than sorting through systems.
The importance of human + machine
The clear benefits of AI have made us address something essential: whether businesses are investing enough in helping people adapt to AI’s possibilities.
Making the investment commitment is central to a business’ transformation. The future we see is not human versus machine but human plus machine. It’s all about forging a partnership between the two.
With AI gaining momentum, more and more organisations have begun to look into its benefits. Catalyst’s 2026 Global Trends Report found that organisations navigating AI disruption most effectively are those investing in uniquely human capabilities: empathy, creativity, critical judgment, and relationship-building. These skills strengthen in value as AI becomes more capable.
