The Real Story Behind Microsoft’s Quietly Brilliant AI Design
that this idea of trust was thorny, and important: Unless the human felt some kind of connection to the machine, they’d never give it a chance to work well after it made even one mistake
how we build trust with machines
company’s governing principles for AI design: that humans be the hero of any story.
Microsoft goals for AI design
there are screens that evolve over time, as the relationship with the user grows.
Microsoft is now trying to build a different model of how AI adapts. The idea isn’t so much to wow anyone up front with what a machine knows–but to quietly gain a user’s faith by offering options that they can choose among, and then, when the time is right, to offering something smarter than you might have expected.
, giving people all these amazing capabilities at once that would still have a 30% probably of being wrong,” says Friedman. “Those models don’t have pacing that builds to high-confidence recommendations, then making a trust leap. We’re trying to pace things and work into a relationship, because you have to mirror how human relationships are built.”
lesson for working with clients - to defer to them with options and mild suggestions to build trust and insight. to offer leaps of authority only occasionally and later
Time and again, it turned out that assistants succeeded not by being smarter than their clients, but rather by deferring to them. This applied directly to how a machine assistant might beha
You garner trust by being open about your limitations, letting the client’s expertise lead the way. But the real secret to gaining trust? Quietly learning more and more about someone until you can surprise them with a level of thoughtfulness that they’d never expected