How to Get Your Customers to Trust AI

"Transparency is supposed to build trust. But as companies rush to open the black box of artificial intelligence and explain how it works to customers, many are discovering a surprising truth: You can say too much and too little at the same time. The balance is hard to get right: Too little transparency breeds suspicion; too much overwhelms, blurring the very clarity it's meant to provide."

"is a principal at Deloitte Consulting LLP. She created TrustID, a system for helping companies measure, predict, and build trust with key stakeholders. She is the lead author of the book Ashley Reichheld The Four Factors of Trust. Sebastian Goodwin , the chief trust officer at Autodesk, leads the company's global strategy on trusted AI, security, privacy, and cloud resilience. He also lectures on managing cyber risk at the University of California, Berkeley."

Companies rushing to open the black box of artificial intelligence and explain how it works to customers find that transparency can both under-inform and overwhelm. Too little transparency breeds suspicion; too much information blurs clarity and overwhelms stakeholders. Measuring, predicting, and building trust requires systems such as TrustID that quantify trust with key stakeholders. Organizational leaders are building global strategies on trusted AI, security, privacy, and cloud resilience to manage risk and maintain confidence. Academic and industry collaboration on cyber risk management and digital product innovation supports better governance and clearer communication around AI behavior and safeguards.

Read at Harvard Business Review