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Salesforce study shows Singapore workers’ AI trust and control concerns.

ByYasmeeta Oon

May 9, 2024
Salesforce study shows Singapore workers' AI trust and control concerns.

Salesforce study shows Singapore workers’ AI trust and control concerns.

A comprehensive study conducted by Salesforce, focusing on the perceptions and attitudes of Singaporean workers towards artificial intelligence (AI), has highlighted significant apprehensions regarding the control and trustworthiness of AI technologies. The findings, unveiled during the Salesforce World Tour Essentials Singapore event on May 8, reflect a deep-seated skepticism and concern about the future integration of AI within the workforce.

Salesforce’s “AI Trust Quotient” study included the responses of 545 full-time workers in Singapore, as part of a larger global survey of nearly 6,000 participants. The study sheds light on the prominent fears and reservations that workers hold against the adoption of AI technologies, particularly regarding the loss of human control over AI and mistrust in the data that powers AI systems.

Key Findings of the AI Trust Quotient Study:
  1. Control Over AI:
    • 58% of Singaporean respondents are concerned that humans might lose control over AI technologies.
  2. Need for Human Oversight:
    • A significant 94% of respondents believe AI should not operate without human supervision.
  3. Skepticism Towards AI Outputs:
    • Nearly half (48%) of the participants find it challenging to obtain desirable outcomes from AI.
    • 40% express distrust in the data used to train AI systems.
  4. Reluctance to Adopt AI:
    • An overwhelming 95% of those skeptical about AI hesitate to adopt the technology due to trust issues.
    • Two-thirds of respondents skeptical about the integrity of AI training data show reluctance towards adopting AI.

The study emphasizes that the perceived inadequacies in the data used for AI significantly hinder its acceptance and utility. Approximately 70% of skeptics cited insufficient information as a key issue, suggesting that the quality and completeness of data are crucial for gaining workforce trust in AI technologies.

Concerns and Priorities for AI Adoption in Singapore

Concern/PriorityPercentage of Respondents
Fear of losing control over AI58%
AI operation without human oversight94%
Challenges in achieving desired AI outcomes48%
Distrust in AI training data40%
Insufficient information in AI data70%
Importance of precise data for AI84%
Priority of data security82%
Need for comprehensive data usage79%

The necessity for accurate, secure, and comprehensive data is a recurrent theme in the trust issues associated with AI:

  • Data Accuracy: 84% of Singaporean workers stress the importance of using precise data for trustworthy AI.
  • Data Security: 82% prioritize the security of confidential data within AI systems.
  • Comprehensive Data Usage: 79% feel that AI should utilize all relevant and available data to ensure reliability and trustworthiness.

Interestingly, 80% of the workforce believes that consistent accuracy in AI outputs is essential for trust, a figure that stands above the global average. This sentiment is echoed in neighboring regions, with 73% in Australia and 71% in India emphasizing the importance of accurate AI outputs.

As AI technology becomes increasingly advanced, the consensus among workers is that human oversight remains indispensable. A notable 94% of respondents do not trust AI to operate independently. However, integrating AI with human oversight is viewed favorably, with 59% of workers trusting such an arrangement to maintain data security.

Sujith Abraham, Senior Vice President and General Manager at Salesforce ASEAN, remarked on the critical nature of these findings: “Adoption of AI within the workforce is vital for businesses aiming to boost employee engagement and productivity, which are foundational to enhancing customer relationships and profitability. However, for AI to be utilized effectively, it must be trusted. AI is only as good as the data that powers it, and our research illustrates that data quality fundamentally influences workforce trust in AI.”

Laurence Liew, Director of AI Innovation at AI Singapore, also highlighted the importance of human-centric AI approaches: “AI Singapore’s initiatives, such as the AI Apprenticeship Programme (AIAP) and LearnAI, are geared towards developing a skilled and responsible AI workforce. Our programs like the 100 Experiments (100E) ensure that AI solutions are implemented with a human-centric approach, addressing real-world challenges and delivering tangible value. By prioritizing data quality, transparency, and human oversight, we can foster greater trust in AI and unlock its transformative potential for businesses and society.”

These insights from Salesforce’s research underscore the intricate relationship between AI technology, data integrity, and human oversight. Each element plays a critical role in building trust and advancing AI adoption across various industries.

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Featured Image courtesy of TechCrunch

Yasmeeta Oon

Just a girl trying to break into the world of journalism, constantly on the hunt for the next big story to share.

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