Can We Solve AI’s ‘Trust Problem’?

To address users’ wariness, makers of AI applications should stop overpromising, become more transparent, and consider third-party certification.

The sad fact is that many people don’t trust decisions, answers, or recommendations from artificial intelligence. In one survey of U.S. consumers, when presented with a list of popular AI services (for example, home assistants, financial planning, medical diagnosis, and hiring), 41.5% of respondents said they didn’t trust any of these services. Only 9% of respondents said they trusted AI with their financials, and only 4% trusted AI in the employee hiring process.1 In another survey, 2,000 U.S. consumers were asked, “When you ...

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