Trust in AI
Building human-tech collaboration that works
By Karlien Vanderheyden
Professor of Organisational Behaviour
By Ignace Decroix
Doctoral Researcher, Digital Transformation
Artificial Intelligence (AI) is reshaping how organisations make decisions, streamline operations and innovate. But to fully realise its value, trust between people and intelligent systems is essential. In a recent Vlerick Business School webinar, Professors Karlien Vanderheyden and researcher Ignace Decroix shared insights from their research on trust, AI and the human factor in digital transformation.
The session explored how AI is already part of many decision-making processes, and how organisations can foster collaboration between people and technology to achieve better outcomes.
Seven key takeaways from the webinar
#1 - AI is a family of technologies, not a single solution
Artificial intelligence spans a wide spectrum of tools, including machine learning, neural networks, deep learning, robotics and natural language processing. These technologies support different tasks and processes, and need to be aligned with organisational goals and human capabilities.
#2 - AI operates through four capabilities
Intelligent systems sense, think, act and learn. They capture data, interpret it, take action and adapt over time. This loop enables them to evolve, becoming increasingly effective in supporting both operational and strategic tasks.
#3 - AI can support or replace human decisions
Automated decision-making involves AI acting independently, such as in content filtering, pricing or credit approvals. Augmented decision-making allows people to stay in control, using AI for insights and support in areas like recruitment or clinical analysis.
#4 - The right model depends on task complexity and human value
Effective human-AI collaboration requires choosing the appropriate interaction model. Simple, repetitive tasks can be automated. Complex but logic-based tasks benefit from augmentation. Tasks requiring empathy or contextual judgement are better suited to evaluation or human-led approaches.
#5 - AI brings both organisational and employee-level benefits
When adopted effectively, AI can increase productivity, flexibility, decision quality and speed. For employees, it can enhance autonomy, improve safety and offer meaningful support in daily work.
# 6 - Challenges can’t be ignored
Common hurdles include resistance to change, a lack of trust, job insecurity and either over-reliance or underuse of the technology. Ensuring employee involvement, psychological safety and clear communication is essential for adoption.
#7 - Trust in AI depends on five key factors
Vlerick’s research identifies five drivers of trust: the characteristics of the user, the quality of the input data, the reliability of the system, the organisational support provided and the social dynamics surrounding the technology. Building trust is an ongoing process that must be supported across every phase of the digital transformation journey.
Final thoughts
AI does not create value simply by existing. It requires people who understand, trust and apply it effectively. For organisations to succeed in a digital-first world, the focus must be on creating strong, collaborative relationships between people and technology.
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