Embracing GenAI: A Roadmap for NZ Financial Services Companies - Part 2
In the first part of this series, we discussed reorganising work around generative AI. Here, we explore how introducing friction in AI usage can be beneficial, particularly in reducing hallucinations and increasing accuracy for financial services use cases.
Beneficial Friction in AI Usage
Recent research by MIT Sloan’s Renée Richardson Gosline and doctoral candidate Haiwen Li indicates that nudges can help users spot errors in AI-generated text with minimal impact on efficiency. In a study with Accenture, participants wrote executive summaries using ChatGPT-generated text. Groups that received nudges in the form of the highlighted text identified more errors and omissions. These nudges create "beneficial friction," improving the accuracy of AI outputs.
Key takeaways from the study include:
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