Over the past few weeks, two particularly challenging and important press statements have been issued - one by Malta Public Transport and the other by the Chamber of Commerce. Both deserve careful reflection as we continue to grapple with the impact of new technologies on the workplace and, more broadly, on society.

Digitalisation is undoubtedly the way forward in many sectors of the economy. Companies have invested heavily in new technologies, while customers have become accustomed to contacting government entities, public authorities and privately owned companies by telephone or through other electronic means to obtain information and access everyday services.

Increasingly, however, callers are greeted by automated systems instructing them to "press one" for one service, "press two" for another, and so on. While such systems can improve efficiency and accessibility, they also reflect the growing shift towards digitalised and automated services. Computerisation and digital devices can, however, diminish personal interaction, empathy and emotional warmth.

It is important to recognise that not everyone is familiar with, or has access to, these means of communication. As our population continues to age, a significant proportion of society risks becoming excluded from essential services simply because they are not sufficiently familiar with increasingly complex digital tools.

Many older people already experience frustration when trying to complete what should be simple tasks over the telephone or online. Technologies that have developed exponentially over recent years are set to become even more prevalent, and we must ensure that progress does not come at the expense of inclusion.

Progress cannot - and should not - be put on hold. However, we must also develop alternative solutions for those who, for whatever reason, are unable to use or are unfamiliar with these technologies. Otherwise, we risk creating an increasingly divided, two-tier society. In a small country such as Malta, we cannot afford to see people excluded from ordinary daily activities because of the digital divide.

Against this background, it is encouraging to see the launch in Gozo of the highly ambitious testing phase of the metaCCAZE project. Led locally by Malta Public Transport, the Ministry for Sustainable Mobility and the University of Malta, with the support of the Transport Authority, the project is exploring how autonomous and connected transport solutions can contribute to safer, smarter and more sustainable mobility.

This is an important milestone and one that should be encouraged. Every necessary effort should be made to ensure that the project has the opportunity to develop and, ultimately, deliver meaningful benefits to our communities. At the same time, however, we must proceed with great care. The needs of people with disabilities, older persons and all other passengers must be fully considered, and safety must remain the first priority under all circumstances.

Equally important was the recent statement from the Chamber of Commerce, which also deserves careful consideration. I was particularly struck by the suggestion that "we can have robots that are waiters."

I need some time to reflect further in order to understand the thinking behind this proposal. I acknowledge that the Chamber is an exceptionally forward-looking organisation and one of the leading institutions representing businesses and entrepreneurs at every level.

Nevertheless, on this particular issue, I feel reluctant simply to go with the flow.

If Malta is serious about moving towards an upmarket tourism model - which, in my view, is long overdue - I find it difficult to imagine how replacing human interaction with robots in restaurants would contribute to that objective.

Robots cannot be substitutes for human beings, whether those human beings are Maltese or foreigners. The human element is at the heart of hospitality. If Malta continues to lose that human dimension in tourism, we may be taking the first steps towards undermining one of the very qualities that makes our destination attractive.

Profitability is, of course, essential for any commercial enterprise to survive and prosper. Businesses must constantly seek greater efficiency and address labour shortages and rising costs. But we should also remember that robots cannot provide genuine empathy, spontaneous conversation, warmth or the personal attention that can turn an ordinary meal into a memorable experience.

Malta and Gozo are fortunate to have a considerable number of four and five-star hotels, as well as a number of Michelin-starred restaurants, where experienced waiting staff and sommeliers work hard to make every lunch or dinner a special occasion for their guests.

I wonder whether a robot could ever reach that level of courtesy, attentiveness and genuine hospitality - perhaps not in my lifetime. In any case, I know one thing: I would not be tempted to visit a restaurant where I was served by a robot waiter.

Technology has an important and growing role to play in our economy and in our daily lives. We should embrace innovation where it improves safety, efficiency, accessibility and quality of life. But innovation should serve people, not replace the human qualities that give meaning to the services we provide.

The challenge before us is therefore not whether we should embrace technology. We must. The real challenge is ensuring that, as we digitalise and automate, we do not lose the human touch.

And in tourism, perhaps more than anywhere else, that human touch remains indispensable.

Gejtu Vella

People & Industrial Relations Consultant