From hospitals to call centres, artificial intelligence raises both concerns and hopes about the future of work in the region.
SINGAPORE: Across Southeast Asia, industries are grappling with the rapid evolution of artificial intelligence (AI), sparking debates about its potential to reshape the workforce. While some see AI as a remedy for labor shortages, others worry about the looming possibility of job displacement.
Healthcare: Easing the Load, Not Replacing Jobs
In Singapore’s overburdened healthcare sector, senior nurse Muhammad Asyraaf hopes AI can alleviate the administrative burdens that detract from patient care. Tools like AI-powered chat assistants are already proving their value in institutions such as the National Kidney Transplant Institute in the Philippines and Siloam Hospitals in Indonesia. These systems handle routine tasks, enabling medical personnel to focus on human-centered care.
“AI can never take over the human touch essential to nursing,” says Mr. Asyraaf. Similarly, radiologists benefit from AI tools like FxMammo, which enhances diagnostic accuracy and efficiency. Experts agree that while AI complements the healthcare workforce, it is unlikely to replace it anytime soon.
Call Centres: A More Vulnerable Industry?
The business process outsourcing (BPO) industry in the Philippines faces a different reality. With 1.6 million workers, it is an industry susceptible to automation. However, many workers remain optimistic, believing that human empathy and complex problem-solving are irreplaceable.
AI developers and BPO firms like Haptik and Concentrix emphasize collaboration over replacement. Generative AI tools are used to streamline routine inquiries, allowing human agents to handle nuanced, emotionally charged issues. Despite the integration of AI, companies like Concentrix continue to hire and expand their workforce.
The Road Ahead: Preparing for Strong AI
While AI currently enhances rather than threatens jobs, experts warn that advancements in AI capabilities could challenge this status quo by 2040. Dr. Pranpreya Sriwannawit Lundberg, a leading AI expert in Thailand, predicts that “strong AI” with human-level cognition could disrupt employment across multiple industries.
To mitigate this, governments across the region are investing in upskilling initiatives. Singapore’s updated AI strategy aims to triple its talent pool, while Thailand offers tax incentives for companies providing tech training. Workers are encouraged to familiarize themselves with AI tools to remain competitive in an evolving job market.
Embracing the Future of Work
AI’s integration into Southeast Asia’s workforce presents both opportunities and challenges. As industries adapt, the emphasis remains on balancing technological advancement with human-centered values. “The key is learning to live with and harness AI for mutual benefit,” says Dr. Lundberg.
From healthcare to customer service, AI continues to reshape the way Southeast Asia works—raising questions not just about jobs but also about how societies can best navigate an AI-powered future.
