AI can process vast information but cannot replicate human common sense, which is the sum of lived experiences. This gap makes it unreliable for tasks requiring nuanced judgment, authenticity, and emotional understanding, posing a significant risk to brand trust when used without oversight.
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The primary problem for AI creators isn't convincing people to trust their product, but stopping them from trusting it too much in areas where it's not yet reliable. This "low trustworthiness, high trust" scenario is a danger zone that can lead to catastrophic failures. The strategic challenge is managing and containing trust, not just building it.
Salesforce's AI Chief warns of "jagged intelligence," where LLMs can perform brilliant, complex tasks but fail at simple common-sense ones. This inconsistency is a significant business risk, as a failure in a basic but crucial task (e.g., loan calculation) can have severe consequences.
An AI model can meet all technical criteria (correctness, relevance) yet produce outputs that are tonally inappropriate or off-brand. Ex-Alexa PM Polly Allen shared how a factually correct answer about COVID was insensitive, proving product leaders must inject human judgment into AI evaluation.
AI models lack access to the rich, contextual signals from physical, real-world interactions. Humans will remain essential because their job is to participate in this world, gather unique context from experiences like customer conversations, and feed it into AI systems, which cannot glean it on their own.
Despite hype in areas like self-driving cars and medical diagnosis, AI has not replaced expert human judgment. Its most successful application is as a powerful assistant that augments human experts, who still make the final, critical decisions. This is a key distinction for scoping AI products.
Despite AI's capabilities, it lacks the full context necessary for nuanced business decisions. The most valuable work happens when people with diverse perspectives convene to solve problems, leveraging a collective understanding that AI cannot access. Technology should augment this, not replace it.
AI struggles to provide truly useful, serendipitous recommendations because it lacks any understanding of the real world. It excels at predicting the next word or pixel based on its training data, but it can't grasp concepts like gravity or deep user intent, a prerequisite for truly personalized suggestions.
A critical weakness of current AI models is their inefficient learning process. They require exponentially more experience—sometimes 100,000 times more data than a human encounters in a lifetime—to acquire their skills. This highlights a key difference from human cognition and a major hurdle for developing more advanced, human-like AI.
While AI can effectively replicate an executive's communication style or past decisions, it falls short in capturing their capacity for continuous learning and adaptation. A leader’s judgment evolves with new context, a dynamic process that current AI models struggle to keep pace with.
A key gap between AI and human intelligence is the lack of experiential learning. Unlike a human who improves on a job over time, an LLM is stateless. It doesn't truly learn from interactions; it's the same static model for every user, which is a major barrier to AGI.
