{"id":55570,"date":"2022-04-19T08:58:00","date_gmt":"2022-04-19T15:58:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=55570"},"modified":"2022-04-20T13:09:01","modified_gmt":"2022-04-20T20:09:01","slug":"trust-in-the-time-of-ai-why-salesforce-invests-in-ethical-guardrails","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/trust-in-the-time-of-ai-why-salesforce-invests-in-ethical-guardrails\/","title":{"rendered":"Trust in the Time of AI: Why Salesforce Invests in Ethical Guardrails"},"content":{"rendered":"\n

What makes a solution too smart? <\/p>\n\n\n\n

In conversations about developing AI, this question always seems to scratch its way up to the surface. And with good reason \u2014 from self-driving systems to loan application processes, a majority of Americans distrust <\/a>the use of artificial intelligence in places where it is frequently used. Concerns range from a simple lack of information about how AI makes decisions to who is accountable for flaws in its algorithms. <\/p>\n\n\n\n

But at the same time, this technology has the incredible and unique potential to solve problems both big and small in real time. This potential is why global spending on AI systems is only expected to increase<\/a> in the years ahead; from $85.3 billion in 2021 to over $204 billion in 2025. <\/p>\n\n\n\n

With the market moving forward, and consumers needing reassurance, we believe that ethical AI principles must serve as the compass in any product development journey. <\/p>\n\n\n\n

Trust must guide AI development <\/strong><\/h2>\n\n\n\n

AI\u2019s value rests on trust \u2014 particularly for a business with the goal of living on the leading edge of smart technology. At Salesforce, the product pushing the algorithmic frontier is Einstein<\/a>, a tool that uses advanced modeling and collected data to deliver targeted, personalized, and actionable results in CRM for all business users.<\/p>\n\n\n\n

If that sounds fairly complex, it is. And with complexity comes the potential for confusion and misuse \u2014 even when no ill intent is involved. <\/p>\n\n\n\n

There\u2019s no getting around the reality that AI comes with risk. For Einstein\u2019s designers and marketing experts, acknowledging that risk is the first, vital step towards addressing it<\/a>. <\/p>\n\n\n\n

A human-centered approach <\/strong><\/h2>\n\n\n\n

When we collectively think about AI, it\u2019s easy to imagine the technology as a sort of monolithic landscape of code \u2014 inputs and outputs with a murky sea of uncertainty between them. In reality, all AI systems are products of people, embodying the diversity and complexity of their creators. The choices designers make about how to set up, manage, and explain their solutions are as human as any decision about a product or service. Essentially, AI is the product of human designers, and those designers bring their own assumptions about the world into their work. <\/p>\n\n\n\n

To address the potential for unintentional bias, Salesforce prioritizes built-in product guardrails that help users identify high-risk processes, assess the potential for harm, and mitigate risks strategically while still meeting their business needs. <\/p>\n\n\n\n

What do those guardrails actually look like? The idea behind them is simple: if you want people to trust your AI, give them the information they need to know it\u2019s trustworthy. For example: <\/p>\n\n\n\n