AI Doesn’t Explain Itself – That’s Why Communication Matters 

Artificial intelligence is the new favorite child of the financial industry. It sifts through data faster than any analyst, detects anomalies, prevents fraud, and assists customers. Yet, the decision-making process behind AI, such as determining loan approvals, remains complex. Algorithms can unintentionally favor certain customer groups, and the question of responsibility sits with humans. Communication and trust have never been more crucial. 

One thing is certain: AI cannot build trust without people, and people cannot build trust without communication. Especially in a highly regulated sector like finance, it’s crucial to explain what AI does and doesn’t do, and what makes it trusworthy. This is where compliance requirements take the stage – alongside communication. 

Compliance means adhering to laws, regulations, and government mandate. But it also includes an ethical dimension: acting responsibly even when the law hasn’t yet caught up. 

In other words, compliance is both a shield and a compass – it protects the company from sanctions and guides its actions toward trust and sustainable business. It’s no coincidence that the EU’s AI Act emphasizes transparency and explainability. AI can be complex – but the way we talk about it shouldn’t be. 

Technology Alone Can’t Earn Trust 

Many companies treat AI as an ICT project when it’s both an internal and external cultural shift. If stakeholders, such as executives, managers, and technical teams, don’t understand their roles in using AI responsibly, compliance alone won’t save the day. They need clear, understandable information about their responsibilities – and that’s where communication plays the leading role. Both internal and external communication are essential. 

AI will never explain itself. But for financial stakeholders, that’s not enough. They need clarity on risks and performance while the customers expect transparency. Not to mention regulators requiring compliance and oversight. Trust is built when every stakeholder feels informed – not when a company sounds technically superior. Good AI communication isn’t about hype, jargon, or secrecy. 

It all boils down to three things: 

• Proactivity – inform early on how AI is used instead of waiting for people to start asking – or questioning  

• Clarity – explain complex topics in a way that even non-technical audiences can understand. 

• Honesty – be open about the limitations and risks of AI. 

Employees and stakeholders need to understand what AI does, and what it doesn’t, so they can trust the technology and make the most of its potential. At the same time, ethical principles must be communicated clearly and consistently. 

Equally important is building a shared language between technology, business, and stakeholders. AI becomes truly valuable only when everyone understands each other and sees how it serves the organization’s broader goals. When AI is discussed openly, it’s no longer a mysterious black box – it becomes an everyday tool. 

When it’s clear how AI is applied, where its limits lie, and how its outputs are interpreted, the technology transforms from a black box into a practical ally. Ethical principles must be embedded in everyday practice through continuous communication, so they don’t remain abstract promises. Communication also builds common ground between technology, business, and stakeholders – allowing the full benefits of AI. 

And if mistakes happen, responsibility ultimately lies with humans; developers, users, and decision-makers. The role of communication is to clarify how each stakeholder interacts with AI: to explain how it works, its limitations, and the control mechanisms in place. 

Does your organization’s AI strategy prioritize communication? Let’s talk.