How to build trust in AI? Try not to be creepy

Many people don’t understand AI, and naturally, they don’t trust what they don’t understand. Yet, the solution doesn’t lie in teaching the masses about neural networks, data sets, or reinforcement learning. Instead, it’s what All Turtles CEO Phil Libin calls a “super interesting design exercise.”

In response to an audience question, Libin says that developers can, and must, create AI services for companies that people will trust. At stake is the confidence that customers place in them.

Citing current fears of clowns — thank you, Hollywood — Libin explains these clowns are creepy because they are specifically designed to be that way. The answer then is straightforward. Do the opposite. Don’t design something creepy.

“Trust really does come down to explaining what you’re doing, being fully transparent, and being beneficent — trying to make every decision so that it’s in the obvious benefit of the end-user,” Libin says.

This clip is part of a panel discussion hosted by IDEO Co-Lab, Silicon Valley Bank, and All Turtles entitled “Artificial Intelligence & Trust” held on September 19, 2017. Vivek Wadhwa, Distinguished Fellow at Carnegie Mellon University College of Engineering, moderated the panel. Phil Libin, Co-founder and CEO of All Turtles, Jana Eggers, CEO of Nara Logics, and Muddu Sudhakar, Entrepreneur and Executive, served as panelists.