ONE thing is clear: the conversation about artificial intelligence (AI) has changed.
Not long ago, the conversation centred on what AI could do. Today, it is about how AI can be embedded into everyday work and how organisations can adopt it, individuals can build confidence and businesses can create value as their workforce advances alongside technology. That shift is timely.
Malaysia is among the world’s most AI-optimistic countries. Stanford University’s 2026 AI Index Report found that 80% of respondents expect it to reshape their lives within three to five years.
Recent headlines outlined that nearly 700,000 jobs are at risk from AI, sharpening the focus on how prepared Malaysia’s workforce is.
AI is already reshaping the workplace across industries. The challenge is ensuring that people are equipped to thrive as AI becomes part of everyday work. This isn’t simply about adopting another tool; it is about rethinking how organisations can create value.
Throughout history, every major technological breakthrough has reshaped work. Some tasks became easier, others disappeared and new industries emerged. What remained constant was the need to learn, evolve and grow with change, and AI is unlikely to be any different.
AI is transforming how commercial operations bring medicines to patients, monitor service delivery globally and build partnerships with healthcare professionals. While these responsibilities differ, we grapple with similar questions.
How do we help colleagues feel confident exploring new tools, embed learning into daily work and encourage innovation grounded in responsibility, trust and judgement?
We have learned that the greatest barrier to AI adoption is rarely the technology itself. It is the confidence to take the first step.
Most people resist AI as they are unsure where to start, lack time to explore or are unclear how AI applies to their roles. That hesitation can be overcome. Teams need the freedom to test new approaches, access practical learning and leaders who demonstrate curiosity themselves.
Novartis has observed this through an AI chatbot that handles invoice queries across the organisation. Associates who once waited three to five days for responses now receive answers in about a minute – avoiding delays that once slowed supply chains, strained vendor relationships and stalled downstream processes.
Today, many of those issues are resolved almost immediately, freeing teams to spend less time answering routine questions and more on challenges that require judgement, context and expertise. This initiative was recognised at the Malaysia Technology Excellence Awards 2026 but the lesson extends beyond the innovation.
AI helps eliminate friction, yet its greatest impact is enabling people to contribute at a higher level.
Unlocking potential requires commitment to developing skills, creating opportunities to learn and supporting people to succeed.
Structured learning pathways, community initiatives – like AI month – and practical challenges like our AI Innovation Hackathon move associates from awareness to action.
Applying new skills to workplace challenges builds practical expertise while certification programmes and development objectives provide a pathway for growth.
We have made room for experimentation. When 139 associates submitted 65 ideas for our AI Innovation Hackathon, it demonstrated that readiness cannot be mandated. It grows when individuals are encouraged to contribute, test ideas and learn.
Three insights emerged from these experiences. First, AI implementation and talent development are not separate investments. When people can explore, test and refine AI tools within their day-to-day responsibilities, adoption accelerates.
Second, development works best when embedded into daily work. As AI becomes more sophisticated, capability comes not only through formal training but also through practical application, experimentation and learning.
Finally, trust remains essential. People are more willing to embrace AI when they understand why it is introduced and how it supports their work. Clear guidance, transparent communication and oversight reinforce trust and enable adoption.
Looking ahead, capability matters more than certainty.
Given how quickly AI is evolving, organisations don’t need every answer today. What matters is the right environment and encouragement for people to grow with it.
For those in organisations where AI upskilling opportunities exist, the next step is straightforward: take advantage of them. There is no need to become a data scientist or prompt engineer overnight. Start by understanding the tools and piloting small use cases.
Those who remain curious and keep developing new skills will be best positioned to thrive as roles evolve and opportunities emerge.
When organisations and employees embrace this change together, AI can fulfil its purpose: expanding human potential – not replacing it.
Sanjeev Balachandran is the country president for Novartis Malaysia, Brune, and Asia Emerging Markets and Teh Inn Joo is the head of Novartis Corporate Centre in Kuala Lumpur. Comments: letters@thesundaily.com