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Embracing transparency in AI-powered marketing

This article was based on the interview with Tony Grout of Showpad by Greg Kihlström, MarTech keynote speaker for The Agile Brand with Greg Kihlström podcast. Listen to the original episode here:

Embracing transparency in AI delivery is crucial in any forward-thinking marketing strategy, especially when it comes to delivering top-notch customer experience.

As discussed in the podcast transcript, it is essential for companies to be explicit about when AI is being used in their products, as well as to build trust with users by clearly indicating when something is being generated through AI. This transparency not only helps users understand the technology behind the product but also allows them to differentiate between computer-generated responses and human-generated ones.

One of the key reasons for embracing transparency in AI delivery is to ensure that users can intervene at critical moments in their interactions with AI. As the technology is still evolving, there is a need for humans to be in the loop to prevent AI from providing unhelpful or inappropriate responses, especially in crucial customer conversations. By incorporating guardrails and training into the deployment of AI, companies can ensure that users have the ability to intervene when necessary and make sure they are comfortable with the responses provided by AI.

Moreover, transparency in AI delivery also plays a significant role in building trust with customers. In a world where data privacy and ethics are becoming increasingly important, being transparent about how AI is used in products can help companies establish credibility and maintain customer loyalty. Customers are more likely to trust companies that are open about their use of AI and are upfront about the limitations of the technology.

Additionally, transparency in AI delivery can also help organizations avoid potential pitfalls and risks associated with AI technology. By being transparent about the capabilities and limitations of AI, companies can prevent misunderstandings and misinterpretations that could lead to negative outcomes. This proactive approach can help companies build a solid foundation for the responsible and ethical use of AI in their operations.

In conclusion, embracing transparency in AI delivery is essential for building trust, ensuring user intervention, and mitigating risks associated with AI technology. By being upfront about the use of AI in products, companies can enhance the customer experience, drive better results, and establish themselves as leaders in the ever-evolving digital landscape. As AI continues to shape the future of sales and marketing, transparency will be a key factor in building strong customer relationships and driving business success.

The Agile Brand Guide to Generative AI by Greg Kihlström