Milestone Systems CEO underscores the need for AI ethics in APAC

The pace of AI innovation risks outstripping public trust, including in the Asia-Pacific region, according to Milestone Systems CEO Thomas Jensen.

Speaking during a recent interview, Jensen told TechDay that the region has a "unique opportunity" to leap ahead with responsible regulation, but warned that missteps could leave societies vulnerable to unethical AI use.

"This is not just an APAC issue, it's a global challenge," he said. "But in Asia, where AI adoption is accelerating rapidly, there's a real risk of innovation moving faster than trust."

Milestone Systems, produces video management software used across sectors including healthcare, transport, and smart buildings. Its technology is widely deployed in APAC markets and underpins critical infrastructure in cities pushing for digital transformation.

"We help our customers see what's really happened in any video footage, that's what we call the objective truth," Jensen explained. "And increasingly, we're moving toward systems that can help predict what might happen next, like traffic build-ups or accidents."

But this predictive power brings ethical risks, particularly around surveillance, biometric recognition, and data consent. In countries like Australia, for instance, supermarkets now use video at self-checkouts without clearly informing customers.

"Personally, I think that's a huge issue," Jensen said. "If our data and private information are being used without our consent - whether it's uploaded voluntarily or just captured in public, I see that as a major challenge."

He added that it's not just about individual companies. "If society starts to accept that kind of silent surveillance, we lose the trust that makes both public services and private enterprise work."

Jensen argued that the solution lies not in regulating AI itself, but how it's used. "Technology will always move faster than regulation," he said. "What we're advocating for is regulation around use - what's acceptable, by whom, and under what conditions."

In the APAC region, where AI investment is projected to reach US$110 billion by 2028, some governments are only just beginning to draft AI governance frameworks. Jensen said this could be a strategic advantage if done right.

"Asia has a unique opportunity to catch up, and even get ahead, because the legislation is not yet set in stone," he said. "The key is to implement simple, transparent rules that allow innovation while protecting citizens."

He pointed to Milestone's own approach as a model. "We embed human rights clauses in every contract," he said. "We also ensure that our systems always include human oversight - AI is there to support decisions, not replace them."

In hospitals, for example, Milestone has developed an AI application called XProtect Hospital Assist that monitors patient beds for signs of distress or falls. It's already being trialled in some healthcare settings in Asia.

"If someone has a heart attack or breaks a hip, minutes matter," Jensen said. "With AI and video, we can alert staff faster than traditional monitoring - and do it in a non-invasive way."

Still, Jensen admitted that many healthcare workers remain wary of new tech. "They're cautious not because they doubt the tools, but because they don't know if the regulation protects them," he said. "That's why clarity from policymakers is so important."

In a region with diverse regulatory environments, from data-hungry tech hubs to privacy-conscious democracies, Jensen said the risk is fragmentation - or worse, regulatory inertia.

"If some countries accept lower ethical standards, they may gain a short-term innovation edge," he warned. "But that comes at the cost of trust - and that's not sustainable."

He called on governments to work with industry, rather than against it. "This isn't just the job of lawmakers," he said. "It's a shared responsibility. The tech industry must take the lead in building systems that are explainable, transparent and traceable."

That includes making sure AI doesn't reinforce bias. "AI comes with bias - so do humans. But that's why you need both," Jensen said. "You need a human in the loop. And you need to know where your data came from."

Milestone advocates strict limits on biometric data use, including facial recognition. "If there's a match against a dataset, we recommend two human reviewers," he said. "And we strongly discourage using scraped data from social media - because that would make everyone a suspect."

Jensen believes that open platforms like Milestone's can help APAC governments and companies adopt AI ethically, without locking into a single vendor or proprietary system.

"We don't believe we can be best at everything," he said. "That's why we built our software as an open platform. It lets other developers integrate, innovate and tailor solutions to local needs - whether that's a hospital in Singapore or a transit hub in Tokyo."

Looking ahead, Jensen said the stakes couldn't be higher. "We've reached a point where technology can truly improve people's lives - save lives, even. But it will only do that if we build it responsibly."

He concluded with a warning to the region's regulators and innovators alike.

"If we let a few tech giants own the data and drive the agenda, we're building a future that serves them - not society," he said. "The question for APAC is: are we going to lead responsibly, or follow carelessly?"