Robots are changing the workplace, but human workers still have a vital role

 

WALK into many restaurants in Malaysia today and you may find a robot delivering your food. Businesses such as Q-Bistro, Johnny’s, Mamak Xpress and OldTown White Coffee have introduced robot waiters, partly to address labour shortages and manage operating costs.

But do these machines replace people, or simply change the kind of work businesses need? Our view is that they do the latter. For business leaders, the question is no longer whether robots will enter the workforce, but how, where and at what cost.

The trend is global. At the World Robot Conference in Beijing in August 2026, companies showcased humanoid robots designed for customer service, household assistance and other applications.

Some featured conversational abilities and human-like expressions, raising questions about how people will respond to machines that increasingly resemble us.

The rise of the robot workforce

(Image: Unsplash/Enchanted Tools)

Service robots can deliver food, guide customers and perform other routine tasks. Rental schemes have also made adoption more accessible to businesses that may not want to make a large upfront investment.

Media reports in 2022 put the purchase price of some units at around RM35,000, while monthly rentals ranged from RM1,500 to RM2,000. These are historical figures, however, and current prices should be checked with suppliers.

Yet robots remain limited by the tasks they are designed to perform. In hotels and restaurants, they typically handle deliveries and other repetitive duties.

Human workers remain essential for personalised service, resolving complaints and managing unexpected situations.

What robots do well, and where they fall short

Robots can offer consistency, efficiency and reliable performance when carrying out repetitive tasks. They can also reduce the physical demands placed on workers, particularly in busy restaurants, hotels and hospitals.

However, the novelty of robotic service does not necessarily translate into customer loyalty.

Our 2025 study, published in Electronic Markets, examined responses from 308 restaurant customers who had experienced non-humanoid service robots.

It found that factors such as novelty, enjoyment, friendliness and trust contribute to customer satisfaction and intentions to revisit.

However, these experiences are shaped by the quality of the interaction, including the sense of rapport customers develop with the robot.

A robot may deliver food efficiently and greet customers politely, but it cannot replicate the warmth and empathy of an attentive human server.

If it tries too hard to imitate human behaviour, its friendliness may even feel artificial. Customers ultimately expect robots to perform their tasks reliably.

Robots also face practical limitations. They may struggle with unexpected situations such as spilled drinks, complaints or changes to orders.

Fixed navigation routes can cause congestion during peak hours, while limited conversational abilities make it difficult to respond sensitively to customers’ needs.

Matching robots to the right tasks

(Image: Pexels/Kenneth Surillo)

For businesses, the challenge is to identify where automation supports their service model.

Quick-service restaurants can use food-delivery robots to reduce repetitive work and staff fatigue. Hotels can deploy them for luggage delivery and routine cleaning, while hospitals can use them to transport supplies or guide visitors

However, tasks requiring empathy, negotiation, discretion and personal judgement should remain firmly in human hands. The objective is not to automate everything, but to assign the right tasks to the right capabilities.

Businesses adopting robots should treat them as support tools rather than automatic replacements for employees. They should:

1. Identify suitable tasks: Prioritise repetitive, physically demanding duties where automation can improve efficiency.
2. Consider the business model: High-volume restaurants may benefit more than establishments built around personalised service.
3. Look beyond novelty: Measure whether robots improve service quality and encourage repeat visits, rather than relying on customers’ initial excitement.
4. Retrain employees: Equip staff to supervise robots, troubleshoot problems and focus on higher-value customer interactions.
5. Monitor feedback: Assess whether customers and employees find the technology useful and whether it delivers genuine operational benefits.

A changing workforce, not a disappearing one

Some repetitive tasks and the jobs built around them may shrink as automation expands. However, businesses facing recruitment difficulties can also use robots to fill gaps and ease pressure on existing employees.

This does not mean workers should be displaced without consideration. Staff can be trained to oversee robotic systems, handle customer concerns and take on responsibilities requiring flexibility and emotional intelligence.

Robots are here to stay, but that does not mean human workers are becoming irrelevant. A well-designed robot can make service more efficient; a capable human worker can make the experience memorable.

For managers, the real challenge is to build workplaces where technology complements human capabilities rather than simply replacing them. 

Prof Dr Dilip S. Mutum is a Professor of Marketing at the School of Business, Monash University Malaysia and Assoc Prof Dr Ezlika Mohd Ghazali is an Associate Professor of Marketing at the Faculty of Business and Economics, Universiti Malaya.

The views expressed are solely of the author and do not necessarily reflect those of  MMKtT

- Focus Malaysia.

Sugar baby controversy exposes Malaysia’s double standards on morality

 

THE circulation of a graphic claiming to identify the top 10 Malaysian universities with the highest number of “sugar babies” has reopened an uncomfortable debate about young people, university education, morality and the commercialisation of human relationships.

Attributed to dating platform Sugarbook, the graphic lists institutions including Sunway University, INTI International University, Taylor’s University, Universiti Malaya and Universiti Teknologi MARA (UiTM).

It claims thousands of students have registered as sugar babies, receiving financial allowances from older, wealthier individuals.

However, these figures should be treated with caution. In February 2021, the Higher Education Ministry questioned their credibility. Sunway Education Group disputed the claim that 3,105 of its students were sugar babies, while UiTM lodged a police report denying the reported figures.

On October 27, 2026, Higher Education Minister Datuk Seri Dr Zambry Abdul Kadir told Parliament that the Ministry would examine the latest claims, including their methodology and accuracy.

He acknowledged that detailed figures establishing the number of students involved were not available.

Datuk Seri Zambry Abdul Kadir (Image: Utusan Malaysia)

Malaysia therefore needs reliable evidence rather than sensational statistics that risk damaging the reputations of universities and their students. But questionable figures should not distract us from the underlying social concern.

Why would a university student consider entering a financially transactional relationship with an older individual?

Financial pressure is one possible explanation. Tuition fees, accommodation, transport and food can place considerable burdens on students and their families.

Some may view such arrangements as an alternative source of income when legitimate employment opportunities are insufficient or incompatible with their studies.

Consumerism and social media also deserve scrutiny. Luxury holidays, branded possessions and expensive lifestyles are constantly presented as symbols of achievement.

When self-worth becomes tied to purchasing power and outward appearances, transactional relationships may appear attractive to young people struggling to reconcile their financial circumstances with their aspirations.

There is also a question of gender equality and unequal power. Sugar dating is often marketed as a mutually beneficial arrangement between consenting adults.

Yet financial dependency can create an imbalance in bargaining power. What begins as companionship or financial assistance may develop into manipulation, coercion or exploitation.

Consent should not be confused with the absence of vulnerability. Nor should financial assistance create an expectation of sexual access or control over another person’s life.

Society must distinguish between personal freedom, consensual adult relationships and exploitation. Coercion, trafficking, blackmail and sexual exploitation require serious attention, particularly where minors are involved.

The concern should not be confined to the morality of young women. Wealthy older individuals who exploit financially vulnerable students must face equal scrutiny.

It is a double standard to place the entire burden of social morality on the financially weaker party while overlooking those with greater economic and negotiating power.

Malaysia’s response must extend beyond banning applications, issuing warnings or condemning individuals.

First, the Ministry should commission an independent study to establish the actual scale of the issue, distinguishing platform registrations from verified participation while protecting individuals’ identities.

Second, universities should strengthen student welfare through emergency financial assistance, needs-based scholarships, affordable accommodation, subsidised meals and accessible counselling. No student should feel that exchanging intimacy for financial assistance is the only way to complete a university education.

Third, financial literacy, digital safety, relationship education and awareness of sexual exploitation should be integral to student development. Young people need to understand financial manipulation, online blackmail, privacy risks and consent.

Authorities should also scrutinise digital platforms’ age-verification, data-protection and anti-exploitation safeguards. Enforcement must focus on identifiable offences and those who profit from coercion or abuse, rather than indiscriminately humiliating vulnerable individuals.

But perhaps the most important question concerns the purpose of education itself.

Are universities merely producing graduates with academic qualifications and professional skills, or are they developing individuals with integrity, self-respect, empathy and social responsibility?

A degree should represent more than the ability to earn an income. It should reflect character and the capacity to contribute meaningfully to society.

Families, schools, religious institutions and the wider community must also recognise that moral education cannot be reduced to prohibitions, sermons or punishment. It must cultivate discernment, self-discipline and respect for others.

Malaysia invests billions in education and aspires to become a developed nation. Yet economic development without corresponding social progress risks creating a society that measures success by consumption rather than contribution.

The sugar baby controversy is therefore not simply about dating preferences or sexual morality. It exposes contradictions between our educational ambitions, economic inequalities, consumer culture and the values we claim to uphold.

We should neither shame young people who may be struggling nor normalise the exploitation of human vulnerability. We must address both the circumstances that create vulnerability and the behaviour that takes advantage of it.

Ultimately, an educated and progressive society is measured not merely by the number of graduates it produces or the international rankings of its universities.

It is measured by whether young people can pursue their ambitions without compromising their dignity, and whether prosperity is accompanied by integrity and compassion.

Malaysia must educate not merely to produce people who can earn a living, but to develop human beings who understand the value of living with dignity. 

KT Maran is a Focus Malaysia reader.

The views expressed are solely of the author and do not necessarily reflect those of  MMKtT

- Focus Malaysia.

Global lawyers’ gathering highlights Malaysia’s potential to become an exporter of legal expertise

 

MALAYSIA is looking to expand its presence in the global legal services market, with an international gathering of legal practitioners highlighting opportunities for local firms to strengthen cross-border cooperation and showcase their expertise.

Around 100 delegates from 39 countries attended the 2026 Annual General Meeting (AGM) of Lawyers Associated Worldwide (LAW), held at the Four Seasons Hotel Kuala Lumpur.

The four-day event was hosted by Malaysian law firm Tay & Partners, marking the first time the annual gathering was held in Malaysia.

The meeting brought together legal practitioners to discuss developments affecting the profession, strengthen international relationships and explore opportunities for greater cooperation across jurisdictions.

The AGM opened with remarks by LAW chairman Leon Loganathan of Australian law firm Ward Keller, followed by a welcome address from Tay & Partners managing partner Leonard Yeoh, who also serves on LAW’s Executive Committee.

Minister in the Prime Minister’s Department (Federal Territories) Hannah Yeoh also delivered a welcome address to the international delegates.

The Kuala Lumpur gathering followed Leonard Yeoh’s appointment in 2024 as one of LAW’s three Asia-Pacific representatives on its Executive Committee, reflecting Malaysia’s participation in the network’s leadership.

Expanding the reach of Malaysian legal services

The gathering highlighted opportunities for Malaysian law firms to extend their services internationally as local businesses expand overseas and cross-border commercial activities become increasingly interconnected.

Malaysia’s legal profession has developed expertise in areas including corporate and commercial law, dispute resolution, employment law and regulatory compliance, which are relevant to businesses operating across multiple jurisdictions.

International networks such as LAW allow member firms to collaborate on cross-border matters, exchange specialist knowledge and refer clients to trusted legal practitioners in other markets.

Such arrangements can also help Malaysian firms support international transactions, advise foreign businesses on Malaysian legal requirements and work alongside overseas counsel on matters involving multiple jurisdictions.

For Malaysian companies expanding abroad, access to established legal networks can provide a channel to obtain advice and support in foreign markets.

Strengthening Asia-Pacific ties

A key feature of the AGM was its Asia-Pacific Regional Session, led by Leonard Yeoh, which focused on closer cooperation among member firms in the region.

Discussions covered ways to improve understanding of member firms’ respective expertise, facilitate cross-border referrals and encourage knowledge sharing. Participants also explored regular regional meetings to sustain professional engagement beyond the annual AGM.

The session underscored the importance of trusted professional relationships in a region where businesses must navigate different legal systems, regulatory frameworks and commercial environments.

For Malaysian practitioners, stronger regional connections could create opportunities to expand their international reach, while businesses operating across borders could benefit from more coordinated legal support.

AI and other challenges facing law firms

Delegates also discussed challenges shaping the future of legal practice, including talent retention, succession planning, cybersecurity and artificial intelligence (AI).

The discussions examined the practical applications of AI in legal services, alongside the opportunities and challenges arising from technological advances and changing client expectations.

The exchange of experiences among practitioners from different jurisdictions provided an opportunity to consider how law firms can remain competitive and responsive as the profession evolves.

The AGM also gave international delegates opportunities to engage with Malaysian legal practitioners and gain exposure to the country’s business environment.

LAW’s next annual gathering is scheduled to take place in Budapest, Hungary, in 2027.

The Kuala Lumpur meeting placed Malaysia’s legal profession before an international audience, while highlighting the potential for local firms to play a greater role in the global professional services market. ‒  Focus Malaysia