29 May 2025

Gareth Tolerton, Product Innovation Director at Totalmobile

What’s really changing is the value chain of everyday tasks. AI excels at generating language, summarising data, and completing repeatable patterns. That means functions like content creation, coding, legal drafting and basic design are all being reshaped. It’s not that people are being cut out. It’s that parts of their jobs are quietly becoming automated - and with that, the bar for ‘good enough’ output drops.

That should prompt serious reflection. If AI can produce a passable first draft, human input needs to offer something more, whether this is original thinking, field expertise, or a sharper sense of context or knowledge. Simply producing information or code won’t be and isn't enough. The real value from AI input will lie in other elements such as the quality of the questions, the insight, and the ability to judge when something is missing, off the mark, or just not right.

There’s also the human element, a critical element that is unfortunately often underplayed in these discussions. Skills like empathy, leadership, and communication are still critical—arguably more so in distributed, hybrid teams. AI can mimic tone, but it doesn’t build trust, it doesn’t create culture, and it doesn’t understand the nuances of a difficult conversation. As work becomes more digital, the ability to maintain cohesion and care will be a true differentiator.

But there are risks to this, of course. One is complacency - outsourcing too much, too fast. Another is standardisation. If everyone relies on the same tools to generate content or ideas, the result could be a race to the middle, where nothing stands out and everything becomes very average. AI tools pull together existing information. They don’t generate new insight or new ideas on their own. That will always come from real, human people.

Organisations need to strike a balance too. AI should be seen as a co-pilot or assistant - useful for saving time, driving efficiency, helpful for getting started, but not a substitute for scrutiny, creativity or originality. That means setting clear boundaries around how tools are used, especially with sensitive data, while still giving people room to experiment, grow and learn in a safe environment.

We also need to stop overstating what AI is. We must remember that these tools are not thinking. They’re not aware. They’re just very good at predicting what word or line of code comes next. They can produce output that sounds smart, but doesn’t always hold up under real scrutiny. If you’re not careful, you could end up trusting systems that haven’t earned that trust!

The most important skill in an AI-powered workplace is the one that's always overlooked. Yes, technical knowledge is important to advancement, but critical thinking - stepping back, asking better questions, and making decisions that tools alone can’t - is where the real leadership will lie.