Exploring the Concept of Explainable AI and Developing Information Governance Standards for Enhancing Trust and Transparency in Handling Customer Data

Omobolaji Olufunmilayo Olateju

University of Ibadan, Oduduwa Road, Ibadan, Oyo State, Nigeria.

Samuel Ufom Okon

First Bank DR Congo, Gombe, Democratic Republic of the Congo.

Oluwaseun Oladeji Olaniyi *

University of the Cumberlands, 104 Maple Drive, Williamsburg, KY 40769, United States of America.

Amaka Debie Samuel-Okon

Debsam Film Production, Calabar South Local Government Area, Cross River State, Nigeria.

Christopher Uzoma Asonze

Federal University of Technology Owerri, 1526 PMB Owerri, Imo State, Nigeria.

*Author to whom correspondence should be addressed.


Abstract

The increasing integration of Artificial Intelligence (AI) systems in diverse sectors has raised concerns regarding transparency, trust, and ethical data handling. This study investigates the impact of Explainable AI (XAI) models and robust information governance standards on enhancing trust, transparency, and ethical use of customer data. A mixed-methods approach was employed, combining a comprehensive literature review with a survey of 342 respondents across various industries. The findings reveal that the implementation of XAI significantly increases user trust in AI systems compared to black-box models. Additionally, a strong positive correlation was found between XAI adoption and the ethical use of customer data, highlighting the importance of transparency frameworks and governance mechanisms. Furthermore, the study underscores the critical role of user education in fostering trust and facilitating informed decision-making regarding AI interactions. The results emphasize the need for organizations to prioritize the integration of XAI techniques, establish robust information governance frameworks, invest in user education, and foster a culture of transparency and ethical data use. These recommendations provide a roadmap for organizations to harness the benefits of AI while mitigating potential risks and ensuring responsible and trustworthy AI practices.

Keywords: Explainable AI, information governance, trust, transparency, ethical data use


How to Cite

Olateju, Omobolaji Olufunmilayo, Samuel Ufom Okon, Oluwaseun Oladeji Olaniyi, Amaka Debie Samuel-Okon, and Christopher Uzoma Asonze. 2024. “Exploring the Concept of Explainable AI and Developing Information Governance Standards for Enhancing Trust and Transparency in Handling Customer Data”. Journal of Engineering Research and Reports 26 (7):244-68. https://doi.org/10.9734/jerr/2024/v26i71206.

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