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The Ceylon Electricity Board Engineers’ Union (CEBEU) has called on Parliament’s Sectoral Oversight Committee on Infrastructure and Strategic Development to intervene in the ongoing electricity sector reforms, alleging that the process is being carried out in violation of the Sri Lanka Electricity Act No. 36 of 2024 and its 2025 amendment.

In a detailed submission to the Committee, the union warned that the reforms, including employee assignations, company restructuring, and asset transfers, are proceeding without a coherent strategic plan, statutory compliance, or adequate stakeholder consultation. The CEBEU said the process risks undermining institutional stability, employee trust, and national energy security unless corrective action and parliamentary oversight are urgently introduced.

The CEBEU letter in full is as follows:

Request for the intervention of the Sectoral Oversight Committee on Infrastructure and Strategic Development regarding the ongoing electricity sector reforms

The Ceylon Electricity Board Engineers’ Union (CEBEU), as the main representative body of engineering professionals within the Ceylon Electricity Board (CEB) and a key stakeholder in the electricity sector, wishes to bring to the attention of the Hon. Members of the Sectoral Oversight Committee on Infrastructure and Strategic Development a series of serious concerns regarding how the ongoing electricity sector reforms are currently being implemented in violation of the law, specifically the Sri Lanka Electricity Act No. 36 of 2024 and the Electricity (Amendment) Act No. 14 of 2025.

While CEBEU has consistently extended its professional support toward a reform process that is transparent, technically sound, and beneficial to the public, we regret to note that the current process has deviated from the principles of good governance, institutional accountability, and statutory compliance envisioned under the Act.

We wish to highlight a few major concerns (but not limited to) as follows.

01. Absence of a coherent strategic plan

The reform program is proceeding in a fragmented and ad-hoc manner, without an approved and transparent strategic roadmap. Fundamental decisions affecting national energy security, public finance, and institutional restructuring are being taken without due technical consultation or feasibility validation.

02. Issuance of illegal Assignation Letters

It should be noted that the GM, CEB has been instructed to issue Assignation Letters to employees, even before the establishment and legal constitution of the successor companies, and to publish the terms and conditions of the VRS, under the provisions of the Act. Such actions have disregarded the due process outlined for employee assignation and consent. The premature issuance of these letters not only violates statutory procedure but also creates serious confusion and unrest among employees, undermining both the credibility of the reform process and the authority of the law itself.

03. Inadequacy of the Draft Preliminary Transfer Plan and HR Policy

The draft Preliminary Transfer Plan (PTP) and the accompanying draft Human Resource Policy documents circulated by the Power Sector Reform Secretariat are substantially inadequate and incomplete. These documents fail to meet the requirements prescribed under the Sri Lanka Electricity Act No. 36 of 2024, particularly those concerning the clarity of asset, liability, and human resource transfers, as well as the continuity of employee rights and institutional functions.

The absence of comprehensive, technically vetted, and legally compliant plans poses serious risks to the orderly implementation of the reforms. The preparation of these documents without adequate stakeholder consultation, supporting studies, or approval mechanisms undermines both the credibility and legality of the reform process.

04. Undermining the authority of the Board of Directors of the Successor Companies

The Minister has now appointed the Directors for the Successor Companies, and consistent with the primary objective of the Act, these companies should operate with independence and autonomy. However, all the reform committees have been appointed in an ad hoc manner, including members of PSRS in the committees, even for the responsibilities that are to be fulfilled by the Boards of Directors of the Successor Companies, in which PSRS also acts as the supervising entity. This dual role undermines independence and objectivity, conflicting with the principles of impartial oversight expected during this process.

05. Erosion of employee trust and institutional stability

The absence of clear communication, along with concerns about unequal treatment and the selective extension of retirement ages, in violation of Gazette No. 2309/04 of 5 December 2022, has generated uncertainty and unrest among employees. Such practices undermine public trust and risk destabilising a sector that is vital to the economy.

06. Non-Establishment of the Statutory Company for Pension and Provident Funds

Despite the clear requirement under the Act to establish a dedicated company for the management of the existing Pension and Provident Funds of the Ceylon Electricity Board, no such legal entity has yet been created. The absence of this institution leaves a critical vacuum in safeguarding the retirement benefits and financial security of over 25,000 employees and pensioners. This omission not only violates the legislative intent of the Act but also raises serious risks of mismanagement, legal disputes, and loss of employee confidence during the transition period. Immediate action is therefore essential to ensure that the statutory company is established, capitalised, and governed under proper legal and fiduciary frameworks before any employee transfers or assignations take place.

07. Unrealistic and frequently missed deadlines

The reform process has been marked by a series of unrealistic timelines and repeatedly missed deadlines set by the Ministry of Energy itself. Critical milestones-including the preparation of the Preliminary Transfer Plan (PTP), the establishment of successor companies, and the finalisation of employee assignation procedures-have been delayed far beyond the announced schedules. These recurring lapses have created serious doubts regarding the administrative capacity and sincerity of the process. Moreover, the tendency to hastily issue new deadlines without addressing the underlying institutional or technical bottlenecks has further eroded stakeholder confidence, giving the impression that the reforms are being driven by short-term political pressures rather than a structured, strategic roadmap envisioned under the Act.

08. Lack of transparency and public accountability

The reform process lacks an effective mechanism for stakeholder consultation and parliamentary scrutiny. Information on the progress of the reform, including methods and people involved, its financial implications, and institutional design, is not being disclosed adequately to either the public or the employees who will ultimately implement these reforms.

In view of the above, we respectfully request that the Sectoral Oversight Committee on Infrastructure and Strategic Development urgently review the ongoing electricity sector reform process, summon the relevant officials for clarification, and ensure that the reforms are implemented in strict accordance with the law, established procedures, and the principles of transparency, equity, and accountability.

We further request that the Committee provide an opportunity for the Ceylon Electricity Board Engineers’ Union (CEBEU) to present its professional observations and proposals before the Committee, so that Parliament is fully apprised of the practical and legal issues currently threatening the success of this nationally significant reform program.

Furthermore, we believe that only through proper dialogue and consultation can we effectively address the pending issues in PTP and the entire transition process, ensuring that there is no room for error, ambiguity, or future legal and operational challenges in its implementation, after the appointed date.

Please recognise that all these efforts are made by CEBEU in good faith and with genuine intent to guide the reform process in the right direction.

Matheesha Perera and Lidiya Fonseka were crowned champions at the Sri Lanka Badminton Novices Championship 2025 which concluded on Thursday 2 October at the Deshabandhu Lt. Col. W. Wimaladasa Indoor Stadium in Kuruwita, Ratnapura. While Matheesha pocketed the Men’s Open Singles title, Lidiya was crowned the Women’s Open Singles Champion, as she claimed a double after winning the Girl’s Under-17 Singles title.

Unseeded Matheesha easily overcame third seed Suresh in the Men’s Open Singles final, following a clean run up to the final. He was initially troubled by Suresh in the first set, but Matheesha remained composed to claim the first set 21/14, and continued his form to record a 21/7 win in the second set to seal the Men’s Open Singles title.

Lidiya easily overcame Shehani Wijenayake in straight sets with scores of 21/8 and 21/10 to claim her double title at the SLB Novices Championship 2025, emerging as one of the top performers of the five-day event. Subair Aathil teamed up with S.M. Imzan to beat Ashen Imalka and Adihtya Kalhara in straight sets to emerge Men’s Open Doubles champion, while Devindra Fernando paired up with Sandali Geekiyanage to overcome Omindu Bimsara and Sandumi Amaya in straight sets, in an otherwise exciting final to claim the Mixed Open Doubles title.

Nishadi Thenushika accounted for a double crown in the Under-19 category, winning the Girl’s Singles as well as the Girls’ Doubles titles, while Lafeer Ansaf recorded a straight win to overpower Yagama Gimhana in straight sets to win the Boy’s Singles title. Despite losing the Singles final, Gimhana teamed up with Irun Shakya to record a straight win against Omira Dinsara and Tharuka Rajin, and claim the Boys’ U-19 Doubles title. Nishadi beat Thashara Jayaratne in the Girl’s U-19 Singles in straight sets, and later teamed up with her opponent to record a comfortable straight win on their way to earn the Girls’ U-19 Doubles title.

While Women’s Open Singles winner Lidiya Fonseka earned her first title, beating Thesandi Dinuwari in the Girl’s Under-17 Singles final, Pubudu Melon claimed a double crown, winning the Boy’s Singles as well as the Doubles titles. Pubudu beat Mohamed Basim in straight sets to claim the Boy’s U-17 Singles title, and teamed up with Duvindu Edirisinghe to outsmart Basim and Munas Asmal to claim the Boy’s U-17 Doubles title.

Udan Peiris overcame Binupa Ratnayake in straight sets to claim the Boy’s Under-15 Singles title while Sesadi Anujana bounced back from an early setback to thump Vinuthi Mendis 2-1 and claim the Girl’s U-15 Singles title. Akram Ahamed and Lithum Fernando made a strong resistance before overcoming Sanira Mendis and Udan Peiris in straight sets to emerge Boys’ U-15 Doubles winners, while Isuli Rajapaksha and Siyansa Wickramasinghe thwarted the challenge possessed by Raini Gamage and Crystal Weerakkody on their way to become Girls’ U-15 Doubles champions.

Sashmitha Damsara beat Manul Fernando in straight sets to become the Boy’s Under-13 Singles Champion, while Sanuthi Mahinsha enjoyed a similar outcome against Sithuli Samarasinghe to emerge the Girl’s Under-13 Singles Champion. In a close contest where the final went down to the wire, Sanithu Mahinsha and Siheli Siriwardhana prevailed over Manudi Rehansa and Benadi Weerakoon by 2-1 to emerge the Girls’ U-13 Doubles Champions. Ruwan Basitha and Denuka Karunaratne recorded a comfortable straight win against the Jayawickrama brothers, Senon and Thinon, to claim the Boys’ U-13 Doubles title.

The Sri Lanka Badminton Novices Championship 2025 was held simultaneously at three prominent indoor facilities in the Sabaragamuwa region – the Deshabandhu Lt. Col. W. Wimaladasa Indoor Stadium in Kuruwita, the Sabaragamuwa Province Indoor Sports Complex and the Seevali College Indoor Stadium, both situated in Ratnapura. The organisers, SLB, received the full support of by the Regional Development Committee and Sabaragamuwa Province Badminton to conduct the five-day event.

The competition, which began at all three venues with the preliminary round matches on 28 September, concluded with the finals of all age categories on 2 October, followed by the awards ceremony. The tournament was sponsored by Mobil, Sunquick and LiNing.

Results of all finals

Men’s Open Singles: Matheesha Perera beat Suresh Jayasooriya 2-0 (21/14, 21/7)

Women’s Open Singles: Lidiya Fonseka beat Shehani Wijenayake 2-0 (21/8, 21/10)

Men’s Open Doubles: Subair Aathil/S.M. Imzan beat Ashen Imalka/Adithya Kalhara 2-0 (21/14, 21/15)

Mixed Open Doubles: Devindra Fernando/Sandali Geekiyanage beat Omindu Bimsara/Sandumi Amaya 2-0 (21/18, 21/18)

Boy’s U-19 Singles: Lafeer Ansaf beat Yagama Gumhana 2-0 (21/12, 21/18)

Girl’s U-19 Singles: Nishadi Thenushika beat Thashara Jayaratne 2-0 (21/10, 21/9)

Boys’ U-19 Doubles: Yagama Gimhana/Irun Shakya beat Omira Dinsara/Tharuka Rajin 2-0 (21/11, 21/15)

Girls’ U-19 Doubles: Nishadi Thenushika/Thashara Jayaratne beat Dinugi de Silva/Sethumdi Wijegunawardena 2-0 (21/9, 21/9)

Boy’s U-17 Singles: Pubudu Melon beat Mohamed Basim 2-0 (21/17, 21/14)

Girl’s U-17 Singles: Lidiya Fonseka beat Thesandi Dinuwari 2-0 (21/16, 21/9)

Boys’ U-17 Doubles: Duvindu Edirisinghe/Pubudu Melon beat Munas Asmal/Mohamed Basim 2-0 (21/16, 21/8)

Boy’s U-15 Singles: Udan Peiris beat Binupa Ratnayake 2-0 (21/14, 21/13)

Girl’s U-15 Singles: Sesadi Anujana beat Vinuthi Mendis 2-1 (13/21, 21/7, 21/8)

Boys’ U-15 Doubles: Akram Ahamed/Lithum Fernando beat Sanira Mendis/Udan Peiris 2-0 (21/15, 21/18)

Girls’ U-15 Doubles: Isuli Rajapaksha/Siyansa Wickramasinghe beat Raini Gamage/Crystal Weerakkody 2-0 (21/14, 21/20)

Boy’s U-13 Singles: Sashmitha Damsara beat Manul Fernando 2-0 (15/8, 15/13)

Girl’s U-13 Singles: Sanuthi Mahinsha beat Sithuli Samarasinghe 2-0 (15/9, 15/13)

Boys’ U-13 Doubles: Ruwan Basitha/Denuka Karunaratne beat Senon Jayawickrama/Thinon Jayawickrama 2-0 (15/6, 15/9)

Girls’ U-13 Doubles: Sanithu Mahinsha/Siheli Siriwardhana beat Manudi Rehansa/Benadi Weerakoon 2-1 (15/8, 12/15, 15/11)

Cosmetics.lk, has been honoured with the title ‘Most Popular Website in Sri Lanka’ in the E-Commerce Category at BestWeb.lk 2025, organised by the LK Domain Registry.

BestWeb.lk is Sri Lanka’s premier web competition, recognising and rewarding excellence in web presence, creativity, technical quality, user experience, and innovation.

Among hundreds of entries across multiple industries, Cosmetics.lk stood out for its strong digital presence and the overwhelming support it received from its growing community of customers nationwide.

Cosmetics.lk Founder Lasantha Gunawardena said: ‘We are truly honoured to receive this recognition. This award reflects the trust and loyalty of our valued customers who continue to choose Cosmetics.lk as their go-to platform for authentic, high-quality beauty, wellness, and personal care products. It also motivates us to keep innovating and delivering the best shopping experience in Sri Lanka.’

Cosmetics.lk has built its reputation by offering a wide portfolio of premium international and dermatologist-trusted brands to the Sri Lankan market.

Among the many names available on the platform are CeraVe, The Ordinary, Cetaphil, Neutrogena, Loreal, Palmers, Aveeno, La Roche-Posay, and popular Korean skincare brands such as Anua, SKIN1004 Centella, Medicube, COSRX, and K-Secret SEOUL. In addition to skincare and cosmetics, Cosmetics.lk also offers a carefully curated range of supplements and wellness products from globally trusted brands, including Centrum, NOW, Vital Proteins, Perfectil, Neocell, and Relumins. All products are directly imported from Canada, the USA, the UK, France, Italy, Germany, New Zealand, and other leading European nations, ensuring Sri Lankan consumers have access to authentic, high-quality beauty, wellness, and personal care essentials that meet international standards.

What truly sets Cosmetics.lk apart is its dedication to customer care and convenience. Shoppers

With plans to expand its retail footprint further in the coming years, the brand is set to strengthen its presence as a leading force in the beauty and personal care industry. From winning the Gold Award for Best E-Commerce Website at BestWeb.lk 2022 to being crowned the Most Popular Website in 2025, Cosmetics.lk has consistently proven its strength in Sri Lanka’s digital retail space. Each recognition marks not just an achievement, but a reflection of the brand’s ongoing journey to innovate, expand, and put customer satisfaction at the heart of everything it does.

Futurity Ltd., Sri Lanka’s first AI-native research studio, has announced its strategic partnership with the Institution of Engineers, Sri Lanka (IESL) as the official AI Enablement Partner for Techno 2025.

The collaboration was formalised at a signing ceremony attended by senior representatives from both organisations, including IESL President Elect and Techno 2025 Chairman Eng. Kosala Kamburadeniya, and IESL CEO Eng. Neil Abeysekera, alongside Futurity’s leadership team.

As part of the agreement, Futurity will introduce a revolutionary AI-powered conversational assistant that is set to transform the way visitors experience Techno 2025. This cutting-edge application will allow visitors to navigate the exhibition seamlessly, access detailed information on exhibitors, and receive real-time guidance on event schedules and highlights. The assistant represents a fundamental shift in how exhibitions are organised and experienced, moving beyond static directories and brochures to deliver dynamic, intelligent, and interactive visitor support.

This collaboration underscores IESL’s commitment to positioning Techno 2025 as more than just an exhibition. But as a living demonstration of future-ready technology in action. By embedding AI into the visitor journey, the exhibition aims to set a new standard in engagement, efficiency, and knowledge-sharing within Sri Lanka’s innovation ecosystem.

Alongside Futurity, Invos Global Ltd., will serve as the official Technology Partner, bringing deep expertise in enterprise-scale technology deployment, while Cyaniq Ltd., joins as the Communications Partner, leveraging its strengths in strategy and storytelling to enhance outreach. Together, the three organisations are aligning their complementary strengths to deliver a holistic and future-facing experience for Techno 2025.

‘Techno 2025 is not only about showcasing engineering excellence but also about creating smarter, more connected experiences,’ said Futurity Co-Founder and Director Supun Kaluarachchi. ‘Through effortless intelligence, our AI assistant will ensure every visitor can unlock the full potential of the exhibition.’

‘This partnership reflects IESL’s vision to embrace innovation and highlight the transformative role of AI in shaping Sri Lanka’s future,’ said IESL President Elect and Techno 2025 Chairman Eng. Kosala Kamburadeniya. ‘By working with Futurity and its partners, we are setting a benchmark for what modern exhibitions can achieve.’

Futurity Head of Business Dimitri Abeyratne emphasised that the initiative will act as a proof point for how Sri Lanka can deploy advanced AI technologies in practical, public-facing contexts: ‘This is about taking AI out of research labs and boardrooms and placing it directly in the hands of people, giving them a smarter, more informed, and more enjoyable event experience.’

Techno 2025 is set to welcome thousands of professionals, innovators, students, and industry leaders. With the integration of AI, the event is poised to deliver not only an exhibition of products and ideas but also an immersive journey powered by intelligence and connectivity.

Sri Lanka’s first-ever National AI Expo and Conference 2025 concluded on 30 September in Colombo, marking a transformative milestone in the nation’s journey toward becoming a regional artificial intelligence hub. Pioneered by Digital Economy Ministry and SLT-MOBITEL, the two-day event brought together local and global leaders, innovators, policymakers, to chart an ambitious roadmap for Sri Lanka’s AI-powered future.

Landmark conference addresses AI integration across all sectors

The conference explored AI’s role in digital economy, education, healthcare, agriculture, and national security. Experts stressed human capital development, innovation ecosystems, ethical deployment, and inclusivity, highlighting the need to democratise technology, reform education for a future-ready workforce, and strengthen cybersecurity.

Prime Minister Dr. Harini Amarasuriya graced the occasion as Chief Guest and emphasised AI’s growing influence on decision-making, envisioning Sri Lanka as a leader in using technology to solve problems, create opportunities, and build a fairer society. She stressed that critical thinking and scepticism are vital to keep innovation ethical and impactful and the importance of preparing a workforce capable of navigating modern technology, with a focus on integrating digital literacy and data education into the national curriculum.

Digital Economy Deputy Minister Eng. Eranga Weeraratne stressed AI’s importance and its overall contribution to the Digital Economy. Deputy Minister compared AI to electricity in its transformative power, calling on industry to invest in talent and ideas while ensuring equitable access that supports rural and urban communities, local languages, and Sri Lanka’s unique needs. He also announced plans for a dedicated start-up funding program beginning in January 2026 to support AI research and innovation.

SLT Group Chairman Dr. Mothilal De Silva, highlighted the pivotal role of telecommunications infrastructure in enabling AI, describing data networks as the ‘arteries carrying blood.’ He underscored SLT-MOBITEL’s commitment to advancing AI responsibly, ensuring data sovereignty, providing AI-as-a-service for all, and fostering broad stakeholder collaboration to build an inclusive, AI-enabled society. Dr. De Silva also emphasised the importance of partnerships between Government, industry, and academia to position Sri Lanka as a leader in the global AI landscape.

Exhibition showcase brings AI to life

Alongside the conference, a dynamic exhibition brought AI to life through demos, workshops, and hands-on experiences, drawing thousands of participants. Huawei, as technology partner, showcased AI-powered cloud, smart city, healthcare, and education solutions, linking global innovations to local needs. The event was further supported by Microsoft, AWS, EGUARDIAN, Tech One Global, WebAppClouds, Xencia, Aventude, Inflow Tech, Universal College Lanka, Clarity, NCINGA, Sri Lanka Insurance General, Connex IT, SLASSCOM, and FITIS.

A key highlight was the SLT-MOBITEL AI Campus, where students engaged in robotics, coding, and AI tools, receiving mentorship and guidance on courses and career paths while exploring real-world applications. The exhibition also featured hackathons and innovation challenges, concluding with an Awards and Recognition Ceremony that honoured winners across categories. The National AI Expo and Conference established a platform for collaboration among research institutions, enterprises, and students.

The Expo concluded with a renewed pledge to position Sri Lanka as a South Asian hub for digital services, fostering an ecosystem where tech entrepreneurs, SMEs, and multinational investors can thrive in a secure, innovation-driven economy.

Hameedia, celebrated the grand re-launch of its H Sports outlet in Pelawatte, unveiling a fresh new store concept and exclusive activewear collections. The newly revamped store promises to deliver an elevated shopping experience for sports lovers and fitness enthusiasts, showcasing the latest global trends in activewear, athleisure, and performance gear from world-renowned brands including Adidas, Nike, Campus, and H Active.

Located at 724A, Pannipitiya Road, Battaramulla, H Sports is designed as a one-stop destination for those seeking high-quality sportswear that combines style, comfort, and functionality. The store offers a wide range of world-class products in footwear, apparel, and accessories right here in Sri Lanka.

The official ribbon-cutting ceremony was held in the presence of Amjad Hameed – Director of Signature, together with members of the Hameedia management team. The re-launch event presented an exclusive first look at H Sports’ newest collections, offering fashion-forward pieces ideal for gym workouts, professional training sessions, or athleisure wear. Guests enjoyed an immersive evening featuring curated looks, styling inspiration, and engaging activities. On launch day, customers also took part in Time Challenge Games, including Skipping Rope and Dips competitions. Winners received special gifts, while exclusive in-store offers added to the excitement of the celebration.

Hameedia Managing Director Fouzul Hameed said: ‘H Sports has always been about empowering people to move better and live healthier, more active lives. With this re-launch, we are not just reopening a store, We are reintroducing a space designed to inspire both performance and fashion. Our goal is to inspire Sri Lankans to embrace an active and healthy lifestyle with the very best in global sportswear, while enjoying a world-class retail experience.’

The store’s redesigned layout offers a modern, spacious, and customer-friendly environment, making it easier for shoppers to explore categories ranging from performance wear and running shoes to athleisure staples and accessories. With Hameedia’s commitment to quality and innovation, the upgraded store also aims to serve as a community hub where sports enthusiasts can stay connected to the latest trends and updates in fitness fashion.

In addition to the Pelawatte outlet, H Sports also operates outlets at Racecourse Promenade, Colombo 7, and Kandy City Centre, L/3 – 17, Kandy, continuing its mission to make world-class sportswear and athleisure accessible across Sri Lanka.

Former Royal, CR and FC, and national player Pavithra Fernando was appointed as the President of Sri Lanka Rugby (SLR) at their Annual General Meeting (AGM) yesterday.

Former Antonian and CR and FC rugby player Shanitha Fernando was appointed as the Deputy President, while former Thurstan and Air Force rugby player Subash Jayathilake will be the Secretary of SLR.

Former Police skipper Chinthaka Perera took over the Vice President’s post.

Office bearers for 2025/2026:

President Pavithra Fernando; Deputy President Shanitha Fernando; Vice President Chinthaka Perera; General Secretary Subash Jayathilake; Treasurer Neomal Ekanayake; Female Representative Thilini Rangani, and Athlete Representative Stephan Gregory.

In the fast-paced journey towards digitisation, many companies overlook a simple truth: customers are human beings, not data points. Artificial Intelligence (AI), chatbots and self-service portals promise efficiency and accuracy in what they deliver. However, these tools often risk stripping away the emotional connection with customers – the very connection that builds loyalty. Therefore, greater emphasis must be placed on ensuring that digitization does not lead to standardisation or robotisation but instead promotes customisation and personalisation. In this process, think of shifting from ‘Tech to Touch’, using technology to capture customers’ attention and strengthen emotional connection. This is the paradox of modern service: the more digital we become, the more human we must be.

Artificial Intelligence versus Human Intelligence

Of course, technology, commonly referred to today as Artificial Intelligence (AI), can replace humans in specific areas, by excelling at repetitive, routine and mundane tasks thus improving efficiency. AI’s main advantages include enhanced productivity through automation, improved decision-making through data analysis, and round-the-clock operational capability. It is well established that AI-based systems are fast, accurate and consistently rational. Yet they are not intuitive, emotional or culturally sensitive, qualities that make humans truly effective.

AI lacks the Emotional Intelligence (EI) and creativity that are inherently human. While AI can recognise and analyse emotions to some extent, it may not have the capability to truly understand the implications or to respond in a meaningful way. AI abilities depend largely on the data it processes. Humans, by contrast, are more capable of imagining, anticipating, feeling and exercising judgment in changing situations – abilities that AI still struggles to emulate.

Human intelligence includes a deep understanding of emotions and behaviour. This allows humans to shift focus from short-term to long-term perspectives. People have the ability to understand and relate to the feelings of others, strengthening relationships and social interactions. In this context it is evident that humans remain superior to AI in areas requiring emotional depth and adaptability. A complete replacement of humans by AI is unlikely in the foreseeable future. The more realistic future involves collaboration between humans and AI, where technology enhances human capability allowing us to work more effectively and harmoniously in serving human interests. This synergy could ultimately drive economic growth and create more job opportunities.

Tech to Touch – Empathy

Empathy is the ability to understand and share another person’s feelings. In customer service, it means recognising the emotional context behind a request. Organisations that consistently train their staff in empathy earn customer trust more quickly. According to PwC research 82% of customers want more human interaction in the future, not less.

Empathy in Action – Personal Experiences

Case Study 1

Recently I visited a bank for my regular banking requirements. I was greeted by a Banking Assistant (BA) near the counter where deposit slips were usually kept. To my surprise there were no slips available. The Banking Assistant explained: ‘As part of our ‘go green’ initiative, the bank has presently eliminated paper slips. You can now scan the displayed QR code to complete your transaction.’

Seeing that I needed help with this new tech-based process, she kindly offered to assist me. She registered my account details on my mobile phone and patiently explained how I could perform future transactions conveniently using the bank’s mobile app.

This young Banking Assistant, perhaps from Gen Z, demonstrated positivity, friendliness, kindness, patience and the ability to get things right the first time. Her proactive help in guiding me through the new QR code left a lasting impression on me and enhanced my perception of the bank. It was a small gesture but created a meaningful and memorable customer experience.

Case Study 2

On another occasion, I ordered a specialised microphone from an authorised seller overseas. The item was to be delivered directly to my nephew who lives in that country, who planned to hand-carry it to Sri Lanka during his holiday. The seller assured delivery within ten working days, and I placed the order 13 days before my nephew’s departure, leaving a few extra days for any unexpected delays.

I received a tracking link from one of the world’s largest courier companies. However, toward the end of the delivery period, the tracking status stopped updating. It showed that the package had arrived in my nephew’s city but was held up due to an extended holiday period. Our only option for contact was a 24-hour ‘Customer Service’ hotline. Unfortunately, every attempt to reach a representative went to voicemail, and no one returned our calls.

As a result, my nephew left the country without the microphone-an item I had planned to use for a keynote speech just days later.

This experience left me questioning: what is the value of advanced technology if it fails to meet a specific customer need? A simple human intervention could have resolved the issue.

The role of the ‘Empathy Agent’

Tech-based solutions should be designed to anticipate customer needs proactively, not just respond to them. Even automated messages can sound warm, specific and human. When a bot cannot resolve an issue, it should seamlessly transfer the customer to a human agent with full context, sparing them from having to repeat information. In emotionally charged situations, empathic human agents – sometimes referred to as ‘Empathy Agents’ – cannot only solve problems but also provide reassurance to customers during difficult moments.

A competitive necessity

In a world where competitors can easily replicate tangible elements-product, price, place, promotion, processes and physical evidence-true and lasting differentiation comes from the human factor. Empathy remains one of the last authentic competitive advantages. Those who master it at scale will make their brands not only efficient but also irreplaceable.

It is a fact that technology, no matter how advanced, can never replicate everything humans create. Art forms such as painting, music, video games, architecture, and fashion-products of human imagination and craftsmanship-will always hold special value. In an AI-saturated world, the worth of human-made creations will only rise. As the saying goes, ‘What is made of glass still has class.’

Similarly, in a rapidly evolving technological market place, people will continue to play a vital role in delivering services with a human touch – something customers deeply appreciate. The fact remains: ‘technology can deliver efficiency, but only humans can over-deliver with empathy.’

A Buddhist monk from Rathupaswala, Ven. Theripahala Siridhamma Thero, began a hunger strike in Tangalle yesterday to protest the Government’s decision to withdraw the security detail of former President Mahinda Rajapaksa.

The protest started around 1 p.m. near the D. S. Senanayake statue, opposite Carlton House in Tangalle, according to local reports.

The monk is demanding the reinstatement of security for Rajapaksa and other former presidents, arguing that removing state protection for a former head of state is unacceptable and poses risks to their safety.

Ven. Siridhamma Thero said he will continue the fast until the government reverses the decision and restores full security arrangements.

The Colombo stock market yesterday dipped largely due to profit taking amidst healthy turnover.

The benchmark ASPI declined by 0.3% and the active S and P SL20 by 0.4%. Turnover was Rs. 7.3 billion.

Foreign investors remained net sellers, recording a net outflow of Rs. 196.2 million.

First Capital said post hitting the 22,000 milestone on ASPI, marked the first day of profit taking, after 15 consecutive days of gains.

While both retail and HNW participation was high, investors have largely realized gains on the Banking sector counters and conglomerates.

BUKI, SUN, DIAL, COMB and CARS were the top contributors to the index.

Banking sector took the lead in terms of sector wise contributions to turnover, with a share of 21%, followed by the Capital Goods sector and Food retailing sector, which produced a combined contribution of 35%. Food retailing sector’s high turnover was underpinned by the increased HNW participation observed in CARG and CTHR.

NDB Securities said high net worth and institutional investor participation was noted in Cargills, C T Holdings and Commercial Bank. Mixed interest was observed in Lanka Credit and Business Finance, John Keells Holdings and Colombo Dockyard whilst retail interest was noted in Kotagala Plantations, Co-Operative Insurance Company and Hela Apparel Holdings.

The Banking sector was the top contributor to the market turnover (due to Commercial Bank) whilst the sector index lost 0.35%. The share price of Commercial Bank increased by 75 cents to Rs. 197.

The Capital Goods sector was the second highest contributor to the market turnover (due to Colombo Dockyard and John Keells Holdings) whilst the sector index decreased by 0.74%. The share price of Colombo Dockyard recorded a gain of Rs. 4.50 to Rs. 134.

The share price of John Keells Holdings declined by 20 cents to Rs. 21.50.

Cargills and C T Holdings were also included amongst the top turnover contributors. The share price of Cargills closed flat at Rs. 750. The share price of C T Holdings moved down by Rs. 1.50 to Rs. 651.