{"id":8777,"date":"2024-03-06T05:00:00","date_gmt":"2024-03-06T13:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=8777"},"modified":"2024-04-30T13:58:49","modified_gmt":"2024-04-30T13:58:49","slug":"human-at-the-helm","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/in\/news\/stories\/human-at-the-helm\/","title":{"rendered":"Trusted AI Needs a Human at the Helm"},"content":{"rendered":"\n

How we\u2019re combining human and machine intelligence for the AI era<\/em><\/p>\n\n\n\n

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AI promises to make our jobs easier, our work more productive, and our businesses more valuable. In fact, new research from Slack<\/a> finds that 80% of employees using generative AI<\/a> tools are experiencing a boost in productivity \u2014 and that\u2019s just the beginning.<\/p>\n\n\n\n

And, with the introduction of AI assistants \u2014 including Salesforce\u2019s own Einstein Copilot<\/a> \u2014 the potential for businesses is only growing. AI assistants can already answer questions, generate content, and dynamically automate actions. And someday, these assistants will become digital sales and service agents, anticipating our needs and operating on our behalf.<\/p>\n\n\n\n

But with each new AI advancement comes new ethical concerns. It\u2019s one thing if an AI assistant offers a bad product recommendation, but if it takes misguided actions on real-world concerns like personal finances or medical information \u2014 the stakes suddenly become much higher.<\/p>\n\n\n\n

As we enter this new era of human-AI interaction, how can we harness the power of AI without opening ourselves up to dangerous risks?<\/p>\n\n\n\n

Keeping a human at the helm<\/strong><\/h2>\n\n\n\n

The AI revolution is an evolution. We\u2019re taking quantum leaps forward every day, but we can\u2019t always explain why AI does the things that it does \u2014 or eliminate every instance of inaccuracy, toxicity, or misinformation.<\/p>\n\n\n\n

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That\u2019s why, at Salesforce, we believe trusted AI needs a human at the helm.<\/p>\n<\/blockquote>\n\n\n\n

For these reasons, it\u2019s important that we keep humans firmly in control of AI systems. But as AI becomes more and more sophisticated, it can be hard to figure out how to layer in that human touch. We\u2019ve all heard of keeping \u201chumans in the loop,\u201d<\/a> but with this new generation of AI, it\u2019s sometimes just not realistic for us to engage in every AI interaction or review every AI-generated output.<\/p>\n\n\n\n

That\u2019s why, at Salesforce, we believe trusted AI needs a human at the helm<\/a>. Instead of asking humans to intervene in every individual AI interaction, we\u2019re designing more powerful, system-wide controls that put humans at the helm of AI outcomes and enable them to focus on the high-judgment items that most need their attention. In other words, humans aren\u2019t always rowing the boat \u2014 but we\u2019re very much steering the ship.<\/p>\n\n\n\n

And with a human at the helm, we can design AI systems that leverage the best of human and machine intelligence. For example, we can unlock incredible efficiencies by tasking AI to review and summarize millions of customer profiles. And at the same time, we can build trust by empowering humans to lean in and use their judgment in ways that AI can\u2019t.<\/p>\n\n\n\n

Making AI a copilot, not an autopilot<\/strong><\/h2>\n\n\n\n

There\u2019s a reason this generation of AI products are called copilots and not autopilots. As AI becomes more powerful and autonomous \u2014 making decisions and taking actions on individuals\u2019 behalf \u2014 keeping a human at the helm becomes even more important. By combining the capabilities of AI with the strength of human judgment, we can make AI more effective and trustworthy.<\/p>\n\n\n\n