Trend Customers will hold your AI accountable

Summary

IBM's third trend holds that customers will judge organisations on how they use AI. Ninety-five percent of executives believe that how far consumers trust their AI will determine, not merely affect, whether new products and services succeed. Consumers are forgiving of imperfect AI, yet 89% want to know when AI is involved, and concealment causes trust to collapse and many to switch brands. IBM also finds that firms whose customers raise AI safety concerns tend to create more customer value, because they listen. Its advice is to design transparency and traceable recommendations into products and give customers granular control over their data.