Artificial intelligence, inclusion, and the future of work at European SMEs

Abstract

Consulting4Future, an Austrian consulting firm led by CEO Barbara Sabitzer, is reassessing its service portfolio aimed at supporting small- and medium-sized enterprises (SMEs) in Europe with technological solutions and training for the effective use of artificial intelligence (AI) in the workplace. Drawing on customer feedback, the company has identified that differences in employees’ vocational backgrounds, academic qualifications, and non-linear career paths often complicate communication, onboarding, and skill development when AI-enabled tools are introduced in SMEs. At the same time, the adoption of AI-driven solutions has raised ethical concerns related to employee profiling, bias, and fairness. While Consulting4Future initially concentrated on delivering technical AI solutions, the firm is now increasingly integrating diversity, equity, and inclusion (DEI) considerations into its approach, particularly with respect to multilingualism and neurodiversity in everyday work practices. The case invites learners to critically examine how AI can simultaneously promote and undermine inclusion in SMEs.