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Building Trust for AI in Financial Services

Featured Speakers:

Greg Beltzer, Head of Technology, RBC Wealth Management U.S.
Maliz Beams, CEO, LTSE and Salesforce Advisory Board
Neerav Kingsland, Head of Strategic Partnerships, Anthropic
Susan Emerson, SVP Product GTM, Salesforce

A 2022 survey by ZDNet found that 23% of customers do not trust AI and 56% are neutral — this deficit in trust can swing in either direction based on how FSIs use and deliver AI-powered services.
There are a few reasons for this low trust:

  • Lack of transparency: AI systems are often black boxes, meaning that it is difficult to understand how they make decisions. This can make it difficult for people to trust that the decisions are fair and accurate.
  • Risk of bias: AI systems can be biased, either intentionally or unintentionally. This can lead to discrimination against certain groups of people, such as women or minorities.
  • Data privacy concerns: AI systems often require access to large amounts of data. This data can be sensitive, such as financial information or personal health data. People are concerned about how this data will be used and protected.
  • Fear of job loss: AI is automating many jobs in the financial services industry. This has led to fears that AI will eventually replace human workers.

Despite these concerns, there are many ways to build trust in AI for Financial Services.
By addressing these concerns, financial institutions can build trust in AI and reap the benefits of this technology.

Hear how professionals across the industry are addressing these challenges and how Salesforce is building Trust into its overall architecture and processes.


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