Overcome uncertainty. Build AI that people trust and want to use.
Many organisations are stuck and unsure about where to begin with AI. At the same time, there are increasing expectations that teams should be using AI to deliver benefits internally and externally, but:
Adoption is lagging
When AI is not responsibly applied in high-impact use cases, adoption falters and organisations lose out on ROI.Despite growing investment in AI, only 5.4% of U.S. companies have used AI as of February 2024, according to the U.S. Census Bureau. Growth in AI usage is slow, expected at 6.6% by Autumn 2024.
AI experiences need a new playbook
Integrating AI requires a new approach to experience design and to the underpinning technology and policy. Teams need to understand how to transform their experiences to ensure user adoption and trust.
Grasping AI’s quirks, risks and potential harms plays a big role in whether people (customers, clients, colleagues) decide to use an AI-powered solution or not. If people can’t understand how AI is being used, they tend not to trust it and are less likely to use it. This is also true in B2B, 25% of data and analytics decision makers said that lack of trust in AI systems is a major concern in using AI.
IF can help you get unstuck
At IF, we’ve been helping our clients gain confidence in how to responsibly apply AI for high-impact use cases, and to transform user experiences so that they are fit for generative AI outputs. Now, we’re offering an introductory workshop to help organisations understand how to develop products and services that deliver on AI’s promise, minimise risk and drive adoption.
Our Trust in AI workshop package includes up-to-date knowledge, examples, and frameworks. They help teams learn how to create AI products that fulfil the potential of AI, reduce risks, encourage adoption, and progress with confidence.
We helped Citizens Advice get started on their AI journey
Last month we helped Citizens Advice define the role of AI in their new support strategy. In particular, we addressed how to maintain trust and a human touch between advisors and users.
We ran 2 workshops with stakeholders across Tech, Product, Data, Content and Strategy. We looked at how AI can be integrated responsibly to accelerate Citizens Advice’s goals, prioritised opportunities to create the most value and brought the vision to life through design concepts and recommendations.
The Citizens Advice team have now started to identify which capabilities and processes might be impacted by AI. They’ve got a plan of action and a clear view of current gaps, including the risk of inaction. And they have more confidence in how to embed AI, ensuring that AI solutions are developed in ways that don’t reduce trust in their organisation and in the quality of advice.
If you would like to know more about our approach or talk about your specific AI strategy, we would love you to get in touch at [email protected]