Public Trust in AI
Equally crucial to the successful adoption of AI is public trust, and here too, a sense of realism prevails. While AI has already permeated various aspects of daily life – from virtual assistants to customer service chatbots – this familiarity does not necessarily translate into trust, particularly in more sensitive areas.
CEOs are acutely aware of this, with 70% of respondents to our survey agreeing that public trust in AI remains fragile due to a lack of adequate oversight and safeguards. This highlights the need for transparency, accountability, and clear regulatory frameworks.
The European Union has been a leader in regulating AI, with initiatives such as the AI Act setting important precedents for data privacy and AI governance. However, much more needs to be done to strengthen public confidence in the technology. This could involve enhancing the explainability of AI systems, ensuring that the outputs of AI processes are understandable and accessible to users.
Organisations must also take steps to assure the public that their use of AI is responsible and ethical. This doesn’t mean simply publishing a vague policy statement but actively involving humans in the AI decision-making process. By maintaining human oversight and offering customers the ability to query AI-driven outcomes, businesses can build trust and ensure that their use of AI aligns with ethical principles.