Want to make AI your ally without losing customer trust? Learn why a clear set of AI guidelines is your best bet for digital enablement.

Artificial Intelligence (AI) is a big deal these days, both for making businesses run smoother and for shaping how customers feel about companies. A recent Forbes Advisor survey found that over three-quarters of consumers worry about getting false information from AI tools like Google Bard, ChatGPT and Bing Chat. This tells us that setting up rules for using AI isn't just a good idea for operations. It's also essential for keeping customers happy and confident in your brand.

So, how do you get this balance right? The answer is to have clear AI guidelines as a basic part of your digital game plan.

why AI guidelines are essential for digital enablement

In today's complex digital landscape, AI guidelines serve a dual role: they streamline operations and enhance customer experiences. AI will increasingly be found everywhere, from automating mundane tasks to refining customer service via chatbots. However, if not managed carefully, AI can result in significant security risks and the spread of misinformation, eroding consumer trust. So, having a set of artificial intelligence guidelines is vital for using AI safely and effectively in all areas of your business.

5 components to Include in your AI guidelines

Creating AI guidelines should give your business room to innovate while staying safe and responsible. Here are five critical aspects you should cover:

1. AI-driven digital objectives

Clearly outline what you hope to achieve with AI in terms of digital enablement. This could be anything from enhancing customer engagement through personalized recommendations to improving your internal operations (automating HR processes, for example). Make sure to highlight how AI can help build consumer trust, whether through combating misinformation or providing more reliable service.

2. data integrity and security protocols

Trust starts with data. As AI systems are data-driven, it's crucial to have stringent data integrity and security protocols. Make sure you're complying with all relevant laws and best practices, from GDPR in Europe to CCPA in California. Your guidelines should specify how to securely store, manage and transmit data, ensuring that it’s both accurate and safe from unauthorized access.

3. ethical considerations and fairness

AI can have unintended consequences, such as a hiring algorithm “favoring” resumes from candidates with specific backgrounds. To prevent this, your guidelines should include a framework for ethical considerations. Define what fairness means in the context of your AI applications and set protocols for regular checks. Also, keep humans in the loop. For example, when using AI for hiring, ensure a diverse range of resumes are fed into the system and introduce manual reviews to catch and correct any unintentional bias.

4. transparency and accountability

Being upfront about how you use AI can go a long way in building consumer trust. Include guidelines for disclosing when and how AI is being used in customer interactions. Further, outline a clear accountability structure for AI decisions within your organization. If something goes wrong, it should be clear who is responsible for fixing it.

5. monitoring and adaptability

AI is not a “set it and forget it” technology. Your guidelines should include procedures for ongoing monitoring and auditing of AI systems. This includes regular updates to adapt to new data, technologies and legal frameworks. Adaptability allows your organization to not just fix errors but to seize new opportunities, ensuring that your AI systems align with your digital enablement goals.

Feeling inspired to get AI working for you while keeping consumer trust high? Randstad Digital is here to guide you through it. Get in touch with us today to tap into our global talent pool and tailor-made solutions that work the way you work.