Quick Answer
For search, voice, and "just tell me what to do".
Trust takes many positive interactions to build but can be destroyed in one negative experience. This asymmetry means conservative AI design—erring on the side of human involvement when uncertain—is often the mathematically better choice, even if it sacrifices some efficiency.
Key Takeaways:
- Trust accumulates slowly, collapses quickly
- One bad interaction can undo many good ones
- Conservative design protects accumulated trust
- Err toward human involvement when uncertain
- Long-term math favors trust protection
Playbook
Calculate the value of trust in your business
Design AI for trust preservation over efficiency
Implement conservative escalation thresholds
Monitor trust impact of AI decisions
Treat trust as a balance sheet item
Common Pitfalls
- Optimizing for speed over trust
- Ignoring trust impact in AI design
- Aggressive containment at trust's expense
- Not measuring trust alongside efficiency
Metrics to Track
Trust trend over time
Trust recovery time after incidents
Trust-adjusted efficiency metrics
Long-term value by trust segment
FAQ
How do I balance trust with speed expectations?
Fast is only valuable when accurate and trustworthy. A slightly slower response that gets it right beats a fast response that erodes trust. Design for 'fast enough and reliably trustworthy.'
Related Reading
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