AI Transparency in Business: Why Disclosure Builds Trust
Transparency Essential as AI Use Expands
Recent surveys highlight a growing call for transparency regarding artificial intelligence in business, as both employees and consumers express concerns over how AI is deployed, especially in hiring and customer service. According to SHL’s 2025 survey, nearly 59% of workers believe AI increases bias in the workplace—a sentiment echoed in a 2024 PwC report. Calls for disclosure are significant: two-thirds want companies to announce AI involvement during hiring, with support for mandatory transparency rising to 82% among those aged 65 and older.
At a Glance: Key Stats
Hiring: Where Disclosure Matters Most
Attitudes toward interacting with AI agents vary by age. While 55% of all respondents are comfortable interviewing with an AI, acceptance is higher among millennials (66%) and Gen Z (63%). Still, more than half—56%—value human oversight in reviewing job applications and believe people are better than algorithms at assessing cultural fit. Additionally, 53% worry that AI could reduce human elements in the workplace experience.
Customer Expectations: Clear Signals and Data Clarity
Insights from Talkdesk and Press Ganey Forsta studies reinforce these trends among customers. While just over half of retailers who use AI intend to reveal when shoppers are engaging with the technology, 84% of customers want clear notification whenever AI is involved. Customers also seek transparency about how AI is used and what personal data is being collected during their interactions.
Privacy, Oversight, and the Human Experience
Concerns among employees and customers aren’t entirely about rejecting AI; many simply want clarity and responsible implementation. For example, 45% of respondents express discomfort with AI analyzing workplace communications to judge performance. Kristin Allen, Director of Psychometrics at SHL, notes that trust can be built through clear explanations of AI processes, validation, and transparency. When companies use AI openly and responsibly, it can improve consistency, reduce bias, and boost efficiency.
How to Build Trust With AI
- Disclose when and where AI is used—especially in hiring and customer interactions.
- Explain the purpose, data inputs, and safeguards behind AI-driven decisions.
- Validate systems regularly and communicate results to stakeholders.
- Maintain human oversight for high-stakes decisions and cultural-fit assessments.
- Be transparent about what data is collected and how it’s protected.
Methodology
The SHL findings are based on a survey of 1,000 U.S. workers conducted by Propeller Insights, with a margin of error of 5% at a 95% confidence level. The consensus is clear: transparent disclosure and thoughtful use of AI are critical to maintaining trust as technology becomes increasingly central to business operations.
