How much can we trust AI? How to build confidence before a large-scale deployment

In 2019, Amazon's facial-recognition technology erroneously identified Duron Harmon of the New England Patriots, Brad Marchand of the Boston Bruins and 25 other New England athletes as criminals when it mistakenly matched the athletes to a database of mugshots. How can artificial intelligence be better, and when will companies and their customers be able to trust it? "The issue of mistrust in AI systems was a major theme at IBM's annual customer and developer conference this year," said Ron Poznansky, who works in IBM design productivity. "To put it bluntly, most people don't trust AI--at least, not enough to put it into production. A 2018 study conducted by The Economist found that 94% of business executives believe that adopting AI is important to solving strategic challenges; however, the MIT Sloan Management Review found in 2018 that only 18% of organizations are true AI'pioneers,' having extensively adopted AI into their offerings and processes. This gap illustrates a very real usability problem that we have in the AI community: People want our technology, but it isn't working for them in its current state."