AI: seeing both sides of the coin…

When we talk about AI in the workplace, the dominant narrative is often one of fear: of job losses, surveillance, and the erosion of skills. I’ve contributed to that conversation myself.

It’s essential that we acknowledge and challenge the ways in which AI can negatively impact workers, students, and communities. We must continue to scrutinise the potential for bias, inequality, and depersonalisation that this technology can usher in.

But there’s another side to the coin. One that doesn’t make headlines as easily, yet one I feel compelled to voice, especially as someone who delivers ethical AI training and as the director of a social enterprise. To really understand the place AI holds in our society, we have to look at it from both directions.

Over the past few years, businesses—particularly SMEs—have been caught in a perfect storm. First Covid, then Brexit, followed by surging inflation, supply chain instability, and now rising employment costs (especially National Insurance contributions). Meanwhile, customer expectations haven’t reduced; if anything, they’ve escalated. People want quicker turnarounds, more personalised service, round-the-clock responsiveness, and they want all of this without any increase in cost.

It’s no wonder, then, that many business owners are looking at AI not as some grand ethical dilemma, but as a lifeline. The promise of improved efficiency, reduced overheads, and 24/7 capability is not just tempting, it’s becoming essential to survival.

Many organisations accumulated inefficiencies during the pandemic years. Roles were created or adapted in a rush, and not all were truly necessary long-term. Some staff, understandably burnt out or disengaged, have not returned to pre-2020 levels of performance. AI tools—particularly those using large language models like ChatGPT—are now allowing business owners to take stock, spot inefficiencies, and streamline operations.

From the outside, that might look like cold-hearted job cuts. But from the inside, it often looks more like accountability. AI is helping some leaders see where there has been 'drift', i.e. tasks being stretched across three people when one would do, or entire processes bloated with admin. In this context, AI isn’t just replacing people, it’s making sure the people business owners keep are contributing meaningfully.

This is where it gets uncomfortable. It does mean that some people will lose their jobs. It also means the jobs that remain may carry a higher expectation of output. But it’s not about punishing staff…it’s ensuring that businesses can remain solvent, sustainable, and scalable. Many owners aren’t trying to be ruthless; they’re trying to survive.

I’ve spoken to leaders who are agonising over these decisions. They’re not sociopaths rubbing their hands at the thought of automating human effort out of existence. They’re real people dealing with real numbers, trying to balance compassion with commercial viability. Often, they’re responsible not just for a few salaries, but for keeping whole communities economically afloat.

Still AI gets a bad press. Sometimes justifiably—especially when it’s used without oversight, or when it exacerbates discrimination, inequality, or mental health challenges. But we must also admit that, when used well, AI can create enormous opportunities, not just for business owners, but for workers too.

It can reduce boring, repetitive admin. It can give overstretched staff more headspace to do meaningful work. It can enable flexible and hybrid working by automating routine tasks that once tied people to a desk. It can even level the playing field for people with neurodivergent traits or communication barriers, by helping them articulate their thoughts more clearly or structure their workflow more efficiently.

And yes, it can absolutely help a business to thrive. Not just in terms of profits, but also in freeing up capital for staff development, innovation, and resilience planning.

As someone who trains others in using AI tools ethically and effectively, I straddle both worlds. I care deeply about the impact of AI on society and the workforce, but I also understand the realities faced by business owners—particularly those in the squeezed middle who are too small to weather losses but too big to pivot quickly.

What I’m advocating for is a more nuanced discussion. Instead of dismissing AI as evil or uncritically celebrating it as a cure-all, we need to get curious. What does AI actually do in your workplace? Where could it be a force for good? Where could it go too far? And what checks and balances need to be in place?

Business owners need to be transparent about how they’re using AI, and they need to involve their teams in those decisions. Workers need to get curious about the tools and build skills that make them irreplaceable; not just with a task focus, but in their critical thinking, collaboration, and creativity. Policymakers need to keep pace with the technology and craft frameworks that protect the vulnerable without stifling progress.

AI isn’t sorting people into winners and losers. We can all navigate these technological changes is we apply fairness and foresight.

AI isn’t going away. And it’s not all bad. If we want a future that works for everyone, we’ve got to talk about it from both sides of the fence.