AI enjoys a form of widespread adoption in all service sectors and is rarely questioned. In 2018, we conducted 62 semi-directive interviews with em-ployees in the service sector in French-speaking Switzerland to learn what they thought about the impact of digitalization and AI on their work. We see that employees do not make a distinction between AI and digitalization. Therefore, their own jobs are not at risk because their expertise cannot be replaced. It is also troubling to note that each digitalization at work is merely seen as a software upgrade that it is not accompanied by change manage-ment. It is as if no limits were set, with the risk that when digitisation does not work, the remaining employees will have to "take care of" the problems.