Three ways to retain customer trust in AI

These are just a few examples of how AI is increasingly at the core of CIOs' strategies, with a key focus on customer experience, bridging the efficiency of your employers with the expectations of your customers. If you are interested in finding out "why AI?" and "why now?", this topic is covered in depth in the new Capgemini point of view, AI: re-humanizing digital customer experience. It looks at the value human-like AI brings to the business and it discusses how it can enable employees and enterprise systems to better predict and address customer needs for a personalized experience. Still, AI comes with a set of potential risks, such as loss of control in self-driving cars or smart house tools, the misuse of confidential information, and the industrialization of bias through machine learning models. Instead of whitewashing the implications, I'm happy to highlight how Capgemini's point of view offers actions to ensure your customer-facing approach to AI promotes honesty, trust, and integrity – the top three emotions that drive loyalty according to our 2017 survey – Loyalty Deciphered.