Thirty‑five percent of companies said artificial intelligence cannot effectively replace human customer service, rising to 49% in consumer goods and services and falling to 30% in energy, utilities, transport and automotive.
Another 33% view team management as irreplaceable—54% in IT but only 12% in communications services—while 31% highlight strategic thinking, led again by IT employers at 49% versus 14% in health and life sciences.
Other skills seen beyond AI’s reach include judgment (28%), communication (26%), teaching and training (25%), project management (25%) and problem‑solving (23%).
“Creativity and complex problem‑solving are hardest to automate,” said Dominik Malec, head of Experis IT Resourcing.
“AI is excellent at analyzing data, but generating ideas and putting them into practice remains a human domain.”
Malec added that critical and strategic thinking, communication, negotiation, empathy and emotional intelligence are gaining value as companies build trust and motivate teams.
“Leadership and lifelong learning will stay essential—AI will not replace a leader,” he said.
Belief in full AI substitution is limited: only 10% of health and life‑science firms, 5% of transport and logistics, 4% of finance, real‑estate and consumer‑goods companies, and just 2% of IT and raw‑materials employers think machines can match all human skills.
Polish employees are largely confident, the report said, with 92% rating their abilities as medium or high and 81% feeling they can blend technology into daily tasks.
Workers unfamiliar with AI are six to eight times more likely to feel anxiety, fear or stress, according to SAP SuccessFactors data cited in the study.
Globally, one in three employers name sound judgment, including ethical awareness, as AI‑proof.
Customer service follows at 31%, team management at 30%, with communication and strategic thinking tied at 27%.
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Source: PAP