Study: Impact of Artificial Intelligence in the ICT Sectors
Artificial intelligence (AI) is transforming work in the ICT sectors in Switzerland as well as globally. A study commissioned by syndicom shows how employees perceive the impact of AI on their jobs, skills, and working conditions. Based on these findings, syndicom has developed a list of demands for the socially responsible use of AI.
Artificial intelligence is increasingly transforming even tasks that were previously considered difficult to automate. This development is particularly relevant for the ICT sectors: companies in telecommunications, IT (including Big Tech), call and contact centers, and network infrastructure are developing, integrating, or operating digital technologies and AI applications. At the same time, they are deploying AI within their own work processes. In doing so, they are helping to shape this transformation while also being affected themselves by changes in tasks, workflows, and requirements.
Against this backdrop, syndicom commissioned Ecoplan to conduct an empirical study on the impact of AI in the ICT sectors from the employees’ perspective. The study centers on four key areas:
- the adoption and practical use of AI in everyday working life;
- the perceived changes in activities, time commitment, requirements, and working conditions;
- the importance of specialist knowledge, skills, learning, and professional development;
- the operational framework, support from companies and the role of management and strategic planning.
The empirical core of the study consisted of an anonymous, activity-based online survey conducted across various ICT companies. The survey was carried out in the spring of 2026 in German, French, Italian, and English. The questionnaire was based on academic and practice-oriented publications (current as of July 2026) and seven exploratory expert interviews with individuals from academia, continuing education, labor market research, and corporate practice.
Key Findings of the AI Study
- AI has become widely integrated into the everyday working life of the group studied.
- The changes driven by AI are primarily evident at the level of individual activities rather than entire professions. In addition to the noted reduction in time required, increased demands are perceived more frequently than decreased ones. AI entails the simultaneous handling of multiple tasks, higher work intensity, and uncertainty regarding the accuracy of the results generated. Also particularly common is more frequent engagement with one’s own professional future.
- Specialist knowledge, sound judgment, and the ability to learn remain essential for contextualizing results, identifying errors and risks, and meaningfully integrating AI into professional and operational workflows. Key factors include data protection and the secure use of AI – such as determining which data may be entered into AI systems – as well as clearly defining tasks and possessing a fundamental understanding of how AI works. Also important are data handling and data quality, along with the verification and professional assessment of results.
- Today, skills are primarily developed during the course of everyday working life. To learn how to use AI applications, employees desire practical workshops and courses, time for self-study and experimenting with AI tools during working hours, and concrete tasks that allow new ways of working to be tested in practice. There is even greater interest in targeted preparation for new or evolving professional roles associated with AI.
- Regulations and tools are in place in many areas; nevertheless, respondents point to a lack of transparent information regarding opportunities and risks, legal and ethical guidelines, and the time and financial resources available for further training and learning. In addition to practical, work-related support and access to suitable tools, the availability of designated points of contact is also cited.
- Opportunities for participation are also seen as important by many respondents, both through the involvement of the social partners (syndicom) and in feedback rounds with employees.
- High-level AI strategies are more visible than concrete initiatives to adapt work processes and develop the necessary skills; this can be inferred from the statements made by the 87 executives. Many of the executives surveyed are unaware of whether there are plans for skills and role profiling or a transparent approach to managing changes in structures and work processes. The executives identify data protection and compliance, the protection of confidential information, raising employee awareness, and quality assurance as the key challenges.
- The study does not allow for a forecast regarding how many jobs will be created or lost due to AI. Above all, the survey shows that tasks, requirements, learning pathways, and professional profiles are changing. Entry-level roles deserve particular attention because AI can support or take over the very tasks through which younger or less experienced employees have previously built up their practical experience. At the same time, the overall demand for ICT specialists remains high. Therefore, the decisive factor is not merely the number of jobs, but also the skills, experience, and entry-level opportunities that will be in demand in the future.
The study shows that work processes are changing from the employees’ perspective and requirements are continually increasing. The tasks are becoming more complex and demanding. Half of those surveyed find the increasing pressure to perform and adapt to be a burden. What is supposed to represent progress with productivity for companies often leads to insecurity, stress and, last but not least, concern for their own jobs among employees.
That is why syndicom is demanding that the use of AI is designed in a socially responsible manner and that the interests of employees are the focus.
List of specific demands
Participation
Strong participation rights for employees, staff representative bodies, and unions regarding the introduction and application of new technologies and AI systems should be introduced or expanded.
Job protection and fair working conditions
The increasing intensification of work driven by digitalization and AI necessitates measures to ease the burden, such as reductions in working hours. Social plans should also include measures addressing job losses resulting from the use of AI.
Use of AI in compliance with data protection regulations
The increasing use of employees’ personal data by AI necessitates clear, specific data protection provisions in collective labor agreements and company policies. In particular, the rights of employees and the obligations of businesses in this area must be defined.
Regulating responsibility for AI errors
Responsibility for AI errors must not be shifted unilaterally onto employees. Personal responsibility may only be held if employees had sufficient time, the necessary information, and a realistic opportunity to verify the AI’s results. We call for clear, specific provisions regarding responsibility for AI errors in collective bargaining agreements and company policies.
Training and further training
A right to training and further training for employees – especially for apprentices and those just starting their careers – is essential. Adequate working time and the necessary funding must be ensured for this purpose. Furthermore, employers have a duty to support training at secondary and tertiary levels. Only in this way can they create the conditions needed to meet their own demand for skilled workers.
Participation in productivity gains
We are calling for a fair distribution of the productivity gains resulting from digitalization and the use of AI. Efficiency gains must benefit the workforce .
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