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70% of customers expect organizations to provide fair AI interactions


70% of customers expect organizations to provide AI interactions that are transparent and fair, according to according to a new report from the Capgemini.

Discriminatory bias of AI systems and negative AI customer experiences come at a high cost for organizations.

‘The report, however, found that the share of customers who believe organizations are being fully transparent about how they are using their personal data has fallen from 76% in 2019 to 62% today.

The report also finds that only 53% of organizations have a leader who is responsible for ethics of AI systems.

Additionally, governance and accountability for AI, and deploying pragmatic tools and frameworks for AI systems to be developed and used, is coming at a high cost for organizations.

“AI is a transformational technology with the power to bring about far-reaching developments across the business, as well as society and the environment, said Anne-Laure Thieullent, Artificial Intelligence and Analytics Group Offer Leader at Capgemini.

“Instead of fearing the impacts of AI on humans and society, it is absolutely possible to direct AI towards actively fighting bias against minorities, even correcting human bias existing in our societies today.”

The report notes that while organizations are more ethically aware, progress in implementing ethical AI has been inconsistent.

For example, nearly the same share of executives in 2019 said that they have taken steps on building “fairness” (65% in 2020 vs. 66% in 2019) and “auditability” (45% in 2020 vs. 46% in 2019) dimensions of their AI systems

For the 2020 report data points, Capgemini conducted a global consumer and executive survey during April – May 2020.

The consumer survey polled 2,900 consumers in six countries, while the executive survey polled 884 executives from across ten countries including India.

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