Employee mistrust of AI comes from misunderstanding, lack of training, report finds

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Nearly half of managers and executives believe that employees don't trust artificial intelligence technologies because of a lack of understanding, according to a recent MIT Sloan Management Review report. 

For its 2021 Cultural Benefits of Artificial Intelligence in the Enterprise report, MIT Sloan Management Review analyzed findings from a global survey of 2,197 managers and interviews with 18 executives to gauge the cultural benefits AI can cultivate at workplace organizations, as well as the reasons employees distrust the technologies. 

Three report insights: 

1. Forty-nine percent of survey respondents said they believe mistrust of AI came from a lack of understanding while 46 percent said they felt it came from inadequate training. 

2. When it comes to addressing tension related to employees working with AI, 34 percent of survey respondents said providing too little context behind implementation decisions can erode trust. Conversely, 17 percent of respondents said offering too much information can hurt trust. 

3. Employees also lack trust in AI systems when the technology presents insufficient quality of data (31 percent), fails to meet expectations (20 percent) and provides incorrect solutions (14 percent). 

 

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