AI is changing the world of work in more complex ways than simply replacing workers, according to experts speaking at the WSIS Forum 2026. Panellists from the International Labour Organization (ILO) and the International Telecommunication Union (ITU) argued that while AI will automate some tasks, its broader impact will be felt through changing job quality, workplace surveillance, recruitment practices and skills requirements, making human-centred policies essential to ensure workers benefit from the digital transition.
The discussion highlighted that governments, employers and workers all have a role in shaping the future of work, with speakers calling for stronger labour protections, social dialogue and investment in digital skills to prevent AI from deepening existing inequalities.
AI is changing tasks and working conditions more than eliminating jobs
Sher Verick, Head of the Employment Strategies Unit in the Employment Policy Department of the ILO, challenged the widespread narrative that AI will trigger mass unemployment. Presenting findings from the ILO’s AI exposure index, he said around one in four workers worldwide are exposed to AI, yet only 3.3% of global employment falls into occupations that are highly vulnerable to automation.
‘The focus shouldn’t only be on job losses,’ Verick argued, explaining that AI is transforming how work is organised rather than simply eliminating occupations. Jobs involving a diverse range of tasks are more likely to change than disappear, while new roles are already emerging across AI supply chains, including data annotation and other support functions.
He stressed that the most significant impact may be on job quality rather than job numbers. Automated recruitment systems, algorithmic task allocation and AI-driven performance monitoring are already reshaping working conditions across sectors, while productivity gains could eventually create new employment opportunities through wider economic growth.
Algorithmic management raises new concerns for workers
Uma Rani Amara, Senior Economist at the Research Department of the ILO, argued that the conversation about AI should extend well beyond generative AI tools such as ChatGPT to include the algorithmic management systems increasingly used across workplaces.
Drawing on examples from manufacturing and healthcare, she explained that AI-powered surveillance tools, CCTV systems and digital performance dashboards are allowing employers to monitor workers more closely than ever before. While companies often present these technologies as efficiency tools, she warned that they can increase workplace stress, intensify workloads and reduce workers’ autonomy.
In hospitals, digital workflow management systems may improve patient scheduling and resource allocation, but they also place nurses and doctors under greater pressure by increasing workload intensity and extending on-call responsibilities. Even commonly used tools such as messaging applications can create new privacy risks when sensitive information is shared outside secure systems.
Rani also drew attention to what she described as AI’s ‘invisible workforce’, the millions of people, largely based in the Global South, who label data, moderate content, and perform other essential tasks that allow AI systems to function.
‘We should stop calling it AI and start calling it ‘human-in-the-loop intelligence’,’ she said, arguing that AI’s apparent autonomy obscures the human labour underpinning every stage of its development.
She called for stronger protections for these workers through measures such as fair labour standards, mandatory disclosure of AI supply chains and certification systems showing where training data originates and under what working conditions it was produced.
Governments must shape the future of work
Juan Chacaltana, Senior Employment Policies Specialist at ILO, argued that technological change should not be viewed as an inevitable force to which societies simply adapt.
‘The future of work should be shaped through policy,’ he said, presenting findings from an ILO review of 75 employment policy documents that found governments increasingly integrating digital technologies into employment services, labour market information systems and skills programmes.
However, he cautioned against viewing digital tools as a solution in themselves. While technologies can help modernise public employment services and support labour market formalisation, they cannot replace traditional drivers of economic development such as productivity growth, investment and strong institutions.
Chacaltana also warned that governments should avoid using digital tools primarily for surveillance or enforcement. Instead, introducing digital identity systems, AI-assisted public services and labour market technologies should involve workers, employers and other stakeholders through meaningful social dialogue.
The discussion also highlighted groups facing particular risks during the AI transition. Rani warned that young workers could lose the entry-level jobs that traditionally provide experience and career progression, while women risk a ‘double whammy’ of displacement from automation alongside discrimination embedded in biassed AI recruitment systems. Older workers and people in informal employment could also face new forms of exclusion or reduced autonomy as algorithmic systems increasingly influence workplace decisions.
Skills and cooperation are key to an inclusive AI transition
Praachi Kumar, Capacity Development Officer at ITU, said demand for AI-related training has grown rapidly, with interest in AI courses through ITU Academy tripling over the past five years.
The Academy now serves more than 115,000 ICT professionals, the majority from developing countries, while ITU’s Digital Transformation Centres initiative has reached around 700,000 people in underserved communities through digital skills programmes.
Kumar said lifelong learning must remain human-centred, combining technical knowledge with practical experience and peer learning. She also highlighted new multilingual AI governance courses developed in partnership with UNESCO to help address widening skills gaps.
Throughout the discussion, speakers agreed that preparing workers for AI requires far more than technical training. They called for coordinated action across labour, education and technology ministries, alongside stronger partnerships between governments, employers, trade unions and international organisations.
Closing the session, moderator Maria Prieto Berhouet said the debate had consistently returned to one central principle: AI should serve people, not the other way around. Rather than allowing technological change to dictate the future of work, participants argued that governments and social partners must actively shape AI’s role so it enhances productivity while protecting workers’ rights, dignity and opportunities.
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