AI: a job stealer or a game changer?

The fear that “AI is going to steal our jobs” has been hanging over workplaces like a storm cloud. But is AI really the villain of the story, or could it be the key to unlocking new opportunities – taking on the more repetitive tasks and allowing people to focus on higher-value work?

That’s exactly the issue we tackled at this year’s DTX Expo in Manchester, where tech leaders from organisations such as HSBC, Princes Group, the British Red Cross – along with our very own Neha Babajee, Data & Architecture Manager at E.ON UK – explored how businesses can embrace AI in a way that benefits both employees and customers.

For Neha, AI isn’t about replacing jobs - it’s about enhancing them. Speaking during a panel discussion at the event, she explained:

"Our vision is always grounded in the end customer. We’re constantly striving to make their lives easier. The real challenge is balancing innovation with impact – how do we use AI and data to enable better experiences for our customers?"

Rather than treating AI as a disruptive force, we’re embedding it into our business in ways that support both employees and customers. And we’re already seeing its impact in action with tools such as:

• Chattermill – our AI-powered feedback aggregator listens to customer sentiment across surveys, social media and emails to provide real-time insights into what customers need
• 'CLaiRE' - an AI voicebot that answers phone calls, helping customers do certain actions at home - such as taking meter readings and payments." 
• ‘Smartie’ – guides customers step by step in obtaining manual readings from even the most complex smart meters, right from their phone. With a 92% success rate, it’s making smart meters even smarter

AI ‘sandbox’ moments: turning apprehension into enthusiasm

But let’s be honest – new tech can be exciting for some and daunting for others. So how do you get people to embrace AI rather than resist it?

Neha believes the key is hands-on experience – turning uncertainty into curiosity.

“AI isn’t just about automation. It’s about discovery. Our hackathons are a great example of this – we invite different business areas to explore how AI can help them, giving them the opportunity to experience the ‘art of the possible’.”

These AI ‘sandbox’ moments break down myths, spark engagement and turn scepticism into confidence. Once people see AI’s potential firsthand, it shifts from being an unknown threat to an invaluable tool.

Addressing fears: AI as an enabler, not a threat

Resistance to AI often stems from a lack of understanding. That’s why education is central to our approach. Again, from Neha:

"Fear comes from the unknown. The more we educate and upskill our colleagues, the more we can demystify AI. It’s not here to take jobs – it’s here to take away the boring bits of jobs, freeing people up to focus on what really matters."

But AI is just one part of the digital revolution. We’re embracing other innovative technologies to make energy smarter and more accessible – such as our PropSol tool – which harnesses millions of lines of data to help tackle fuel poverty, identifying those who need support most and ensuring they get the right solutions at the lowest cost.  The energy landscape is evolving, and we’re making sure no one gets left behind.

We’re also expanding into innovative technologies when it comes to training – Virtual Reality (VR) headsets, digital mapping, and virtual site tours – reshaping the future of energy and preparing our people to support our customers. And it’s not just our teams benefiting from this tech. We’re planning to use both VR and Extended Reality (XR) to enhance our customer experiences too.

From using smart tech to pinpoint smart meter locations to finding the perfect spot for an EV charger at a customer’s home, VR and XR are unlocking new ways to make energy solutions simpler, more effective and more accessible. These immersive technologies could even support vulnerable customers by creating virtual spaces that help them navigate energy solutions in a way that suits their needs.

At E.ON, we’re keeping AI human-centric - ensuring that every innovation serves a greater purpose, whether that’s improving customer experiences, streamlining operations or empowering employees.

One thing is clear: energy and technology are evolving fast – but so are we.