Abstract
The use of artificial intelligence (AI) in companies is advancing rapidly. Consequently, multidisciplinary research on AI in business has developed dramatically during the last decade, moving from the focus on technological objectives towards an interest in human users’ perspective. In this article, we investigate the notion of employees’ trust in AI at the workplace (in the company), following a human-centered approach that considers AI integration in business from the employees’ perspective, taking into account the elements that facilitate human trust in AI. While employees’ trust in AI at the workplace seems critical, so far, few studies have systematically investigated its determinants. Therefore, this study is an attempt to fill the existing research gap. The research objective of the article is to examine links between employees’ trust in AI in the company and three other latent variables (general trust in technology, intra-organizational trust, and individual competence trust). A quantitative study conducted on a sample of 428 employees from companies of the energy and chemical industries in Poland allowed the hypotheses to be verified. The hypotheses were tested using structural equation modeling (SEM). The results indicate the existence of a positive relationship between general trust in technology and employees’ trust in AI in the company as well as between intra-organizational trust and employees’ trust in AI in the company in the surveyed firms.
Highlights
When the concept of artificial intelligence (AI) emerged in the 1960s, it was not supposed to cover such a wide range of applications
We present the results obtained from a part of the examined sample, i.e., from the employees employed in the chemical and energy industry
That is why while moving toward the new reality of 4.0 industry, companies should place considerable attention on providing employees with knowledge on new technologies as well as technical and organizational support in order to enhance their general trust in technology, which leads to an increase in their trust in AI in the company they work for [28]
Summary
When the concept of artificial intelligence (AI) emerged in the 1960s, it was not supposed to cover such a wide range of applications. More and more advanced technologies and solutions using AI are emerging, with a growing impact on the lives of individuals and the functioning of societies as a whole [11,12]. Artificial intelligence is increasingly important in business, where it has a growing range of applications (from relatively simple “chatbots” used in customer service to more complex analytical solutions based on deep learning) [13,14,15,16,17,18,19]. Today’s businesses need to take advantage of the latest technology to grow and compete globally [22,23,24,25]. Effective and efficient implementation of AI solutions in companies, in addition to significant financial outlays [26,27], requires the trust of employees in its usability and functionality [28,29,30]
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