Artificial intelligence is a powerful tool that has the potential to revolutionize various industries, but there is a lack of trust among people towards AI. Terms like “diffusion models” and “emergent behavior” often confuse individuals and contribute to the skepticism surrounding AI. Moreover, concerns about biased results, hallucinations, and the fear of job loss further fuel this lack of trust. There is a need to find a middle ground where organizations can embrace AI while exercising caution and ensuring transparency within the business.
Karen Feldman, Vice President of Marketing and Communications at IBM, emphasizes the importance of trust in AI, highlighting its role in building trust with customers, employees, and brand reputation. She stresses the need for employees to embrace AI to fully leverage its potential benefits. Laura Powers, Vice President of B2B Marketing Operations and Communications at Aramark, shares her experience in establishing a “safe space” for discussion and experimentation with AI within the company. By making AI more understandable and inclusive, Powers aims to overcome the negative perception surrounding AI and encourage employees to contribute their ideas and projects.
Aramark’s AI efforts began with the formation of an AI task force, focusing on policy development and governance. Two key guidelines were established – not to enter client or proprietary data into AI tools and not to substitute human judgment with AI. The company established two committees, a regulatory committee, and an exploratory committee, to oversee risk assessment, governance, and explore AI opportunities across departments. The regulatory committee ensures that AI projects adhere to safety and compliance standards, while the exploratory committee gathers insights and ideas from employees to drive innovation.
Aramark actively involves employees in AI initiatives by appointing AI ambassadors, providing online forms for project submissions, and hosting regular discussions with technology partners. AI applications include proposal generation, legal chatbots, and automated virtual assistants, aimed at improving operational efficiency and quality of services. Laura Powers advises organizations to build AI initiatives around a solid business case, start small, consider skill development, establish shared governance, and maintain a positive attitude towards AI. By engaging employees, fostering open communication, and focusing on tangible benefits, organizations can successfully integrate AI into their operations while addressing trust issues in the process.
