Establishing initial trust

First impressions shape how users approach AI products. Trust building starts with marketing promises and continues through early use. Getting transparency right from the beginning sets up the whole relationship.

Marketing messages often promise too much.

IBM promised Watson for Oncology program would deliver "top-quality recommendations" for cancer treatment. These big claims about AI excellence disappointed doctors when the system either confirmed what they already knew or suggested treatments it couldn't explain.

Initial interactions make or break trust. When doctors first used Watson, they saw little value when it agreed with their diagnosis. When it disagreed, they dismissed it as wrong. Without clear explanations for its reasoning, doctors never learned to trust the system.

Building on existing trust helps. Watson missed the chance to connect with established medical practices or respected oncology research. Medical apps that reference trusted health organizations transfer that credibility to their AI. Watson stood alone, asking doctors to trust it without any familiar foundation.