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Build Trust with Your Customers in the Age of AI

Three team members discuss building AI trust.
By incorporating important pillars into your strategy, you’ll address trust concerns, and be able to position AI as a catalyst for trust-building. [PureSolution / Adobe Stock]

Forge deeper connections in the evolution of AI.

In an era dominated by AI, the significance of trust has reached new heights. As industry leaders navigate through disruption and innovation, establishing and nurturing trust with employees and customers is more than a necessity. It’s a strategic imperative.

Generative AI has the potential to add up to $4.4 trillion annually to the global economy. This shows the monumental impact AI can have on various sectors. And, AI has the capability to automate 40% of the average workday. With that in mind, we can’t underestimate AI’s influence on optimizing processes and efficiency. It’s time to recognize the power trustworthy AI has on improving the customer experience. This, in turn, emphasizes the importance of building and maintaining trust.

We’ll cover how we can use the essential role of trust in adopting AI platforms. We’ll also explore how the benefits of AI can earn — and strengthen — customer trust.

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The quest for trustworthy AI

We’re living in world where businesses and customers alike question the trustworthiness of AI. This is especially true when AI is entrusted with the most sensitive asset: customer data. In fact, 78% of customers say they would switch financial service providers if they felt their data was mishandled. For businesses, this highlights the critical importance of safeguarding customer information.

But what if we told you that AI didn’t have to be a trust hurdle? That it can actually be the bridge that connects businesses and their customers on a foundation of trustworthy AI? Yes, you read that right. The adoption of AI has risen by 88% between 2020 and 2022, showcasing the increasing recognition of trustworthy AI’s potential to create positive impacts while maintaining trust.

The four pillars of trust

Before delving into the ways AI can shape trust, let’s break down the four essential pillars on which trust is built. These pillars play a vital role in establishing a foundation of trustworthy AI that customers can rely upon.

  • Competence: The core of trust lies in the ability to deliver results, not promises. To clarify, your AI platform must not only be adept at solving problems, but also be able to prove its effectiveness.
  • Reliability: Consistency is key. A trustworthy AI should consistently meet expectations and adhere to commitments, creating a sense of dependability.
  • Integrity: Transparency and honesty form the bedrock of trust. Likewise, it’s crucial to address limitations and potential risks openly and ethically.
  • Intent: Aligning your own motivations with the success of the customer shows genuine dedication to their needs and goals.

Fostering trust through AI

Now that we understand the four pillars of trust, let’s build upon it and see how we can foster trust with AI. How can we take AI, which is often seen as a disruptor, and turn it into the ally that bolsters trust and loyalty? Let’s explore a few scenarios.

Demonstrate competence:

  • Share success stories: Showcase the impact of your AI platform through compelling case studies and real-world examples. For instance, highlight challenges your clients faced and how your platform provided innovative solutions. These success stories act as a testament to your competence.
  • Visualize results: Use data visualization to translate complex outcomes into clear, understandable visuals. You’ll be able to prove the effectiveness of your platform and also enhance customer understanding.

Ensure reliability:

  • Set clear expectations: Lay out the scope, timeline, and deliverables of projects from the outset. This transparency enables customers to expect results and understand the journey ahead.
  • Exceed expectations: Go beyond the basics. Deliver projects ahead of schedule, offer additional insights, or provide recommendations that align with your commitment to customer success.

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Uphold integrity:

  • Transparent documentation: Share how your AI platform functions, including its data sources and algorithms. Transparent communication will help you build trust and clear up any confusion.
  • Ethical commitment: Emphasize your dedication to ethical AI practices and data security. Be sure to share how you follow ethical guidelines and data privacy regulations. In doing so, you’ll reassure customers of your integrity.

Showcase intent:

  • Customized solutions: Tailor your AI solutions to match your customer’s specific goals. Show how your platform is designed to address their unique requirements. As a result, you’ll reinforce how important their success is to you.
  • Continuous alignment: Regularly measure and communicate how your AI solutions contribute not only to the customer’s objectives but also to their broader sustainability goals. This ongoing alignment underscores your dedication to their success and your commitment to environmental responsibility throughout the partnership.

By weaving these pillars into your AI strategy, you’ll address trust concerns, and be able to position AI as a catalyst for trust-building.

A future of trust with AI

As AI continues to transform industries, we cannot overstate the significance of trust. At Salesforce Professional Services, we recognize that trust is paramount in the world of trustworthy AI. Our dedicated team is ready to guide you through this transformative landscape.

Salesforce Professional Services offers a unique opportunity to organizations starting their AI journey. Embrace AI Coach and make use of our expertise to maximize the potential of AI. We work with you to scale and personalize customer experiences by aligning on business outcomes, building a path to business value, preparing for immediate delivery, and establishing a future-state roadmap that is aligned to your vision and goals.

With a track record of successful AI implementations and a commitment to ethical practices, we offer expertise that goes beyond technology — it’s a partnership built on trust.

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