Deloitte researchers examined why employees were hesitant to adopt new gen AI tools, attributing the lack of usage and ROI primarily to trust deficiencies. They introduced a pilot program focusing on 'the four factors of trust'—reliability, capability, transparency, and humanity. After testing the program with 750 consultants, significant improvements were noted: a 49% enhancement in reliability perceptions, 52% growth in perceived transparency, and a notable increase in user engagement and adoption rates of the AI tools, suggesting that trust is crucial for successful implementation.
Between splashy headlines heralding trillions of dollars in potential value and billions of dollars spent by organizations to realize that value, you might assume that gen AI tools have become a vital part of the workplace. The data tells a different story.
The researchers decided to pilot a new program aimed at addressing what they call "the four factors of trust": reliability, capability, transparency, and humanity.
After launching the initiative with a test group of 750 Deloitte consultants, the researchers saw a 49% rise in perceptions of the tool's reliability, a 52% increase in beliefs about its transparency.
...companies weren't seeing strong ROI - was because employees lacked trust in the technology.
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