AI and the Future of Innovation, Efficiency and Ethical Growth

At Panasonic, I always look forward to our monthly townhalls. They’re an opportunity for me to engage with my colleagues, understand their thoughts—not just about Panasonic’s impact on the world, but also about their higher purpose and how they aim to contribute to our growth story. It’s also a chance to discuss what’s trending in the industry and explore how we can maximise these opportunities.

In my most recent townhall, we delved into the topic of AI—not just to demystify its impact but to lay down the foundations for why and how AI can become a force multiplier if harnessed correctly. Yes, the buzz is real. AI is set to redefine processes, jobs, workplaces, and the role of humans in a world driven by technology. Rather than being bogged down by manual tasks, people will shift to roles of oversight and supervision. Of course, agility and adaptability will remain key for businesses like ours to lead in AI adoption. But the true value lies in how we, from top to bottom, embrace AI as a platform that amplifies human capabilities—making things faster, more efficient, and simply better than before. And, no, to address a common concern: AI isn’t here to take our jobs.

I see several key areas where AI will play a pivotal role:

Efficiency: Efficiency is the cornerstone of any global organisation, especially one like ours. Elevating efficiency means creating an ecosystem where human intelligence is deployed where it’s truly needed, while mundane tasks are left to the brilliance of machines. This includes automating processes, improving speed, driving consistency, and enhancing product and portfolio performance. Process efficiency also means achieving more within the same working hours, with the right human-AI collaboration. This will allow us to reduce FTEs, redistribute our workforce, and encourage a greater transition from just working to smart working.

Customer Experience (CX): The customer is, and always will be at the center. What AI brings to the table is an era of personalised CX, allowing us to truly engage with each customer, understand their pain points, and address them in real time with intelligent support. We now have the opportunity to make every customer feel more valued.

Innovation and Growth: Here, I’d like to share a personal anecdote. I was recently speaking to ChatGPT, not via text but through voice interaction, and I was genuinely amazed at the intelligence of the platform. It felt like I was conversing with someone smart, aware, and knowledgeable about everything I needed to know. The experience confirmed my belief in the immense possibilities that AI and generative AI can unlock—whether in brainstorming sessions, product development, rapid prototyping, market expansion, or trend analysis. We just need to strike the right chord with human-AI collaboration.

At Panasonic, our commitment to integrating AI into our processes has grown substantially over the last few years. We see AI as a tailwind that will help us stay ahead. When it comes to innovation, we’ve seen an increase in profitability and margins, in customer experience, we’ve experienced faster response times and customer effort scores have improved, all thanks to AI. Our AI-powered platform, MirAIe, is a prime example of this—it has transformed connected living by making our electronics smarter, more connected, and integral to a futuristic ecosystem.

That said, every great change comes with challenges. The biggest hurdle for AI is ensuring its ethical deployment. AI must be a force multiplier, not a disruptor, and we must guard against biases that could compromise its outcomes.

I’m genuinely impressed by the steps the Indian government is taking to ensure the ethical deployment of AI, from the National Strategy for AI to the Digital Personal Data Protection Act and the IndiaAI mission. Organisations like NITI Aayog and FICCI are helping position India as a leader in AI, and I am confident we are on the right path.

For ethical AI deployment, we need to prioritise:

●????? Transparency: Fully understanding AI’s capabilities and limitations to use it to our advantage.

●????? Accountability: Ensuring outcomes are monitored with vigilance.

●????? Safety, Reliability, and Robustness: Acknowledging the risk of error and mitigating it.

●????? Privacy and Security: Adhering to data protection laws and securing personal information.

●????? Fairness and Non-Discrimination: Eliminating biases from AI systems, ensuring the outcome is unbiased and not a reflection of what we think.

●????? Human-Centred Values: Maintaining a role for humans in oversight, no matter how efficient AI-driven processes become.

●????? Inclusive AI Development: Creating an ecosystem where AI can be used by all and benefits everyone, fostering real societal change.

It’s not a question of ‘if’ AI will transform our future, but ‘how’ we choose to embrace it. Like every major technological leap—from the advent of computers to the rise of AI—this will be a new, sometimes challenging, experience for humankind. But the reassurance lies in knowing that we are preparing for long-term change and heading towards a future brimming with possibilities.