AI and the ethical conundrum : how organizations can build ethically robust AI systems and gain trust

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      <subfield code="a">The unprecedented events of 2020 are bringing the role of artificial intelligence (AI) into sharper focus as governments leverage AI across the public sector and in healthcare as they respond to the COVID-19 pandemic,1 while the use of digital and AI-enabled interactions with customers2 multiply, as customers seek contactless or non-touch interactions with organizations. As the use of AI-powered innovations such as facial recognition increases, the ethics of AI come under increasing legal and societal scrutiny. In this research, we investigate the fundamental trust and ethics issues, drawing on a survey of over 800 organizations and 2,900 consumers. We examine the risks that organizations face with regards to the trust they share with key stakeholders  from customers to employees; the extent to which organizations have operationalized ethical principles, such transparency, and fairness; and how far they have evolved their internal practices to reflect the importance of ethics in AI.</subfield>
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