During a recent appearance at the Federal Reserve’s Capital Framework for Large Banks conference, the chief executive officer of OpenAI delivered a stark prediction: artificial intelligence (AI) will not only transform work but will completely eliminate entire job categories in the coming years. Speaking candidly before top policymakers and financial leaders in Washington, the CEO emphasized AI’s relentless advance, signaling a fundamental shift in how societies—and economies—must prepare for a labor future remade by technology (The Guardian).
This warning marks a pivotal moment in the ongoing debate over AI’s broad societal impact, particularly at a time when governments worldwide grapple with labor displacement, wage stagnation, and the growing presence of automation. For Thailand, where service-based industries, healthcare, and banking play essential roles in both employment and GDP, the statements carry profound significance. They urge policymakers, educators, businesses, and everyday Thais to anticipate a workplace where many roles—as currently known—may vanish.
Among the job sectors singled out was customer support—a field that has long been seen as both a vital entry-level employment source and an early target for AI replacement. OpenAI’s leader described the automation of customer service as “already complete,” elaborating that “when you call customer support, you’re on target and AI, and that’s fine.” He elaborated that modern AI systems now handle inquiries without cumbersome phone trees or agent transfers, “doing everything that any customer support agent at that company could do. It does not make mistakes. It’s very quick. You call once, the thing just happens, it’s done.” These comments, coming from an executive at the very heart of AI development, add a sense of urgency to predictions that technology will continue encroaching upon jobs previously thought to be immune.
Beyond customer support, healthcare was also cited as a sector on the cusp of radical change. The executive said, “ChatGPT today, by the way, most of the time, can give you better—it’s like, a better diagnostician than most doctors in the world.” However, he tempered this claim with caution, expressing reluctance to trust AI alone with medical decisions: “Maybe I’m a dinosaur here, but I really do not want to, like, entrust my medical fate to ChatGPT with no human doctor in the loop.” The admission underscores growing evidence from studies published in journals such as JAMA and The Lancet, showcasing AI’s impressive performance in diagnostics, radiography, and even mental health screening, while also pointing to persistent trust and ethical considerations (JAMA, The Lancet).
The timing of the CEO’s visit coincided with the Trump administration’s unveiling of its “AI action plan,” aiming to promote rapid AI adoption and reduce regulatory hurdles in the name of competitive advantage—particularly against China. This represents a notable shift from previous calls for tighter AI regulation under earlier US policy, with OpenAI and peers once urging more caution and oversight (The Guardian). The focus now, as underscored by the CEO’s presence in Washington, is to accelerate AI integration at the government and infrastructure level, potentially fueling further disruption in both national and global labour markets.
Anxiety about AI’s destructive potential was also highlighted. According to the OpenAI leader, one persistent fear is the use of advanced AI by hostile nations, which could target critical infrastructure such as financial systems. The proliferation of voice cloning technology—now able to defeat some existing forms of bank security—was cited as an example of how progress carries both opportunity and new risk, particularly for financial institutions that still rely on voiceprint authentication. This mirrors concerns raised by cybersecurity researchers across the globe, including those at Thailand’s Electronic Transactions Development Agency (ETDA), about the challenge of balancing innovation with the need for robust digital safeguards.
What does this mean for Thailand’s workforce? Customer service employs hundreds of thousands across the retail, hospitality, finance, and telecommunications sectors. The rise of capable, mistake-free AI tools may soon render these positions obsolete—or radically redefine the skills required for their survival. In healthcare, Thai hospitals and clinics already face severe shortages of doctors, especially outside Bangkok. The possibility of AI-assisted diagnosis, if implemented sensitively and combined with local clinical oversight, offers hope for relieving strain in the health sector—while raising questions about data privacy, accountability, and the unique needs of Thai patients.
Education systems must also adapt. Preparing students for a workplace transformed by AI requires investment in digital literacy, critical thinking, and lifelong learning. As the Ministry of Education has begun emphasizing, young Thais cannot rely solely on rote learning; they must develop skills that complement, rather than compete with, smart machines (Ministry of Education Thailand). Universities and vocational schools alike must reevaluate curricula, prioritizing adaptability and ethics alongside technical proficiency.
Thailand’s own historical encounters with technological upheaval provide some guidance. The rapid automation of manufacturing in the late twentieth and early twenty-first centuries led to both job losses and the birth of new industries. Similarly, embracing digital banking transformed the finance sector, expanding access but disrupting established routines for both customers and staff. Each transition has been accompanied by uncertainty, but also by opportunities for those able to anticipate change and upskill.
Looking ahead, the disappearance of job categories—especially in customer service—appears not just likely but inevitable. A study from the World Economic Forum predicts that while up to 85 million roles could be displaced by AI globally by 2025, 97 million new roles better suited to the new division of labor may emerge (World Economic Forum). In the Thai context, this means government and private sector leaders must act quickly to chart pathways for displaced workers. Supporting transitions through retraining and reskilling programs, incentivizing entrepreneurship, and strengthening the digital economy are all vital measures.
But the transition will not be solely about economics. Thai society—famed for its adaptability, interconnectedness (เครือข่าย), and concept of “jai yen” (calm heart)—can draw on cultural strengths to build resilience amid change. Community-based support structures may help buffer shocks, while longstanding values of lifelong learning (การเรียนรู้ตลอดชีวิต) can guide individuals to embrace, rather than fear, new technologies. However, urgent efforts are needed to ensure that the benefits—and burdens—of the AI revolution are distributed equitably across all demographics and regions, from Bangkok megabanks to Isaan call centers.
For civic leaders, teachers, healthcare professionals, parents, and students, the message is clear: The AI-driven wave of workforce transformation is no longer a distant prospect. Now is the time to invest in adaptability, ethical awareness, and the uniquely human skills—empathy, creativity, teamwork—that machines struggle to replicate. Businesses must provide upskilling options and, where possible, reposition workers for new roles. Policymakers should expand digital infrastructure and ensure education pathways meet future needs, while also strengthening social protections for those most at risk of displacement.
To learn more and prepare for the ongoing changes, readers are encouraged to follow research from reputable sources such as the International Labour Organization (ILO), the Thai National Science and Technology Development Agency (NSTDA), and continue to seek advice from education and employment specialists.