Business and Artificial Intelligence: To Trust or Not to Trust

Natalia A. Kosolapova (), Daria S. Laskova (), Anastasia Y. Nikitaeva () and Tatiana S. Laskova ()
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Natalia A. Kosolapova: Southern Federal University
Daria S. Laskova: Southern Federal University
Anastasia Y. Nikitaeva: Southern Federal University
Tatiana S. Laskova: Southern Federal University

A chapter in Artificial Intelligence and Digital Transformation, 2025, pp 27-42 from Springer

Abstract: Abstract The study shows that the implementation of Industry 4.0 requires achieving a sufficient level of trust in intelligent technologies. The article analyzes scientific papers devoted to the issue of trust in artificial intelligence (AI). With this in mind, a questionnaire was developed to survey business entities on the use of intelligent technologies in their activities. The purpose was to determine the level of business trust in intelligent technologies, taking into account the practice of their application. The sample of respondents, whose opinion revealed the factors influencing the decision on the use of intelligent technologies and the choice of intelligent technologies used by organizations in Rostov region (Russia), amounted to 132 people. In addition to the traditional frequency analysis of data, methods of analyzing conjugacy tables were used. An analysis of the responses on the AI use frequency revealed their relationship with the scale of the company. Most of the answers about the extremely rare use or non-use of such technologies belong to representatives of medium-sized businesses. Large companies are ready to entrust artificial intelligence with a wider range of tasks. According to respondents, it is necessary to use AI to automate internal and external processes, including interaction and customer service. The majority of respondents are ready to entrust the search for new ideas and the solution of creative tasks to intelligent technologies. There is a convergence of opinions among respondents about barriers to the introduction of intelligent technologies. Such barriers include high cost, insufficient staff competence, as well as a lack of information about AI capabilities in various fields. The significance of the obtained results lies in the fact that understanding businesses’ attitudes towards intelligent technologies enables a deeper comprehension of the potential and effective pathways for utilizing artificial intelligence within organizations.

Keywords: Artificial intelligence; Industry 4.0; Trust; Decision-making factors (search for similar items in EconPapers)
Date: 2025
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DOI: 10.1007/978-3-032-00118-4_3

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