The integration of artificial intelligence (AI) into the fabric of our work environments is neither a new concept nor an easily digestible one. We have been using it for years. However, since the arrival of generative AI and large language models (LLMs) such as OpenAI's ChatGPT, DALL-E, and Google's BARD, their presence in our daily lives has become more apparent.

Research by IDC highlights AI's significant role in driving business value. The study reveals that 71% of companies are already using AI, with a notable return on investment. AI deployments commonly take less than 12 months, and companies are seeing returns within 14 months on average. 

AI are the new employees in our teams, and their presence is undeniably transforming the way we work. But as AI becomes more integrated into our teams, how will it affect traditional trust dynamics? And what can we do to prepare for these changes?

Trust as the Backbone of High-Performing Teams

Building high-performing teams goes beyond simply gathering exceptional talents - it is rooted in the synergy and dynamic interplay among team members.

This is supported by a recent CIPD report that underscores the imperative of team composition, interpersonal dynamics, and organising knowledge that drives team success.

High-performing teams often demonstrate attributes in which responsibility, roles, and objectives are clearly defined and understood. The combination of collective intelligence and emotional intelligence creates an ecosystem where trust is nurtured through transparent communication, mutual respect, shared commitment, optimised resource allocation, and strategic leveraging of individual strengths. These teams are characterised by elevated productivity and innovation and are more susceptible to taking risks.

However, trust is not easily won, and it can be quickly lost if any member of the team feels that their colleagues are not fulfilling their responsibilities or acting in good faith. 

Traditional Trust Building in Teams

How have teams historically built and maintained trust? 

In his book, The Five Dysfunctions of a Team, Patrick Lencioni highlights how shared experiences, both in and out of the workplace, are fundamental in creating a strong team bond and trust. These experiences help team members to understand and relate to each other on a deeper level.

Take, for instance, subtle communication cues, such as a reassuring smile during a deadline discussion or an impromptu brainstorming session by the water cooler. These seemingly insignificant moments contribute to a deep understanding of each team member's communication style, personality, and work ethic.

In a remote setting, however, these organic trust-building moments are less likely to occur. The physical distance and reliance on digital communication can create a sense of disconnection and hinder the development of trust.

To mitigate the void left by the lack of physical presence, investment in interpersonal relationships has become paramount. It is critical for remote teams to proactively communicate, underscore transparent work processes, and foster a culture of openness and collaboration. 

However, with AI as a new silent team member, these traditional trust-building approaches shift as we adapt our understanding of what—or who—can be 'trusted.' 

Team Culture as the Bedrock of Productivity

A strong team culture plus trust equals productivity, and it's not an arbitrary formula. 

Research suggests a strong correlation between trust and productivity, with high-trust companies reporting 74% less stress, 106% more energy at work, 50% higher productivity, and 76% more engagement compared to low-trust companies. To add to this, Deloitte's insights on organisational culture underscore the positive impact of a strong team culture on productivity. 

Of course, there is also Google's Project Aristotle, which serves as a profound validation of the relationship between team culture and productivity. The findings emphasise that teams with high psychological safety - a shared belief that the team is safe for interpersonal risk-taking - are more adept at harnessing the breadth of diverse ideas that team members bring to the table. This nurturing environment is not only conducive to enhanced innovation but also results in superior performance overall. 

In short, trust is an essential pillar of high-performing teams. Its development and maintenance are crucial for productivity, innovation, and overall team success. 

Trust in the Era of AI

The presence of AI in the workplace introduces a new layer of complexity to the trust puzzle. We cannot read our AI colleagues' body language or subtle cues. Instead, we decipher their outputs and actions to determine their reliability and accuracy.

In a research study exploring the interplay on how team cognition, team performance, and trust are impacted in teams consisting of both humans and AI agents​​, it has been found that while human-AI teams can develop team cognition similar to human-only teams, the trust in AI teammates is comparatively lower, especially in teams without human interaction.

However, with research proving that AI can improve productivity by 14% and separate research from the University of London stressing the importance of trusting AI technology to maintain team performance, ensuring that we create trust with these new team members is an absolute must as we navigate this new digital age. 

This does not mean forcing our employees to use the technology with the hope that they will eventually trust it. In fact, research suggests by coercing them into working with technology that they do not yet trust, you can actually make them less inclined to adopt the technology. In contrast, those who trust and perceive AI positively are more likely to embrace its implementation in the workplace.

Overcome the Knowledge Gap

But it can be hard to build trust if employees do not understand how AI works and how it comes to its conclusions. Instead, they need transparency and explanations on how the AI is trained, what data it uses, and how decisions are made based on that data. This is where upskilling programs such as 'An Introduction to AI in HR' or investing or building explainable AI is vital. 

Ensure Compatibility with Company Culture

As mentioned earlier, interpersonal relationships form the foundation of trust among team members. When it comes to AI, these relationships don't exist in the traditional sense. However, when interpersonal relationships are built on similarities in values and beliefs, if the AI you are working with has the same values and beliefs as you, that can strengthen trust in its capabilities.

Ensuring that AI systems are compatible with existing workflows and processes is crucial. Therefore, when employing a new AI system, assess its compatibility with your team and processes before implementing it, and ensure that team members have the necessary knowledge and tools to understand and trust the technology.

Be Transparent on its Use and Functionality

With 75% of employees reporting that they would be more accepting of AI if their companies were more forthcoming about how they use AI, greater transparency and collaboration seems to be the way to increase trust between employees and their companies.

However, as Tomas Chamorro-Premuzic, Professor of Business Psychology at Columbia University, Visiting Professor at Harvard University, Chief Innovation Officer at Manpower Group and the author of the fantastic book 'I, human: ai, automation, and the quest to reclaim what makes us unique', notes: 

"There should be a benefit for the user. You should actually benefit, so if I'm rolling out a new AI-based recruitment system or promotion system, or even a virtual, digital, automated coach, there should be a benefit, by which we mean not that it's perfect, but it has to be better than what you had before."

Addressing the Fear of Job Displacement

One of the most profound - and perhaps the most justified - fears about AI is the potential for job displacement. If we are being honest, while some jobs will get automated, as with any major technological shift, new jobs will surface, providing employees with the opportunity to upskill themselves and take on new challenges.

Heather McGowan, Future of Work Strategist and Author of The Adaptation Advantage', and 'The Empathy Advantage' aptly states: 

 "We should stop with the hysteria. The hysteria is almost always misplaced, and I use the example of the ATM. The ATM came out I think it's 50 years ago, 40-odd years ago, I really thought every bank teller was going to go away. But actually what happened is we increased our bank tellers, because what we did is we decided we needed a smaller bank presence footprint and we needed more of them and we needed more bank tellers. And so sometimes the technology can reduce the number of jobs, sometimes it can grow the number of jobs."

Therefore, fostering transparency, effective communication, and establishing an internal talent marketplace that promotes internal mobility can greatly contribute to creating psychological safety and job security. 

AI Integration Success Story

To further illustrate the potential success of AI in team culture, let's look at Genpact's AI-powered employee engagement tool, Amber. 

Amber provides personalised employee engagement surveys to employees based on their previous responses and career cycle stage. This has not only increased employee participation in surveys but also improved their experience by providing actionable insights for managers and leaders to address concerns and improve engagement.

As a result, the company saw increased employee engagement, reduced attrition rates, and tangible business growth. 

Along with Amber, Genpact has integrated other AI-powered tools into their company culture, such as an internal talent marketplace and a digital learning platform, allowing employees to upskill and reskill themselves, enhancing their employability within the organisation based on their individual needs. 

Through the successful implementation and integration of AI into their organisational culture, tailoring it to the specific needs and values of each individual employee, Genpact has seen a positive impact on employee trust, engagement, and business success - a testament to the potential benefits of AI when integrated effectively into team culture.  

To learn more about Genpact's successful integration of AI into their team culture, check out our Digital HR Leaders podcast episode with Piyush Mehta, CHRO at Genpact.

Trusting the Future of AI

In conclusion, AI's impact on trust in teams is multifaceted. While it is evident that AI can improve team collaboration, decision-making, and overall productivity, it also brings about fear and uncertainty among team members. 

As HR leaders, we are responsible for addressing these concerns and fostering trust in AI by being transparent, promoting open communication, addressing job displacement fears through upskilling initiatives, and designing AI for the people it serves. 

Ultimately, it is up to us as HR leaders to ensure that the integration of AI into team culture is done with care and consideration for all employees, creating a positive and trusting work environment for everyone. 

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