This IDC Perspective explores the impact of AI on the workforce and highlights how important it is for organizations to explain AI models. It presents AI workforce- and customer-related use cases; the reasoning behind the need for explainability, including examples of problematic cases in which AI uses have been abandoned and why; impacts on employees; vendors' approaches to explainability; and advice for the technology buyer organization.
"AI technology will undoubtedly be increasingly used by organizations in decision-making processes. These decisions will often affect people, inevitably raising concerns about fairness and responsibility. To create employee and customer trust in AI technologies, organizations need to work on ensuring the transparency of AI-based decision-making processes. Organizations should also be able to explain the impact of such processes on their workforces." — Program Manager Edyta Kosowska, European Software Group, IDC Poland