Lena Schiwitz explores the topic of trust in AI, and how building a career in tech isn’t always about coming from a traditional background.
In less than a month, Lena Schiwitz – an AI operations manager at Zurich-based start-up MoodTalk – will be heading to the University of Oxford as one of 35 students taking part in a new AI master’s programme.
Today, much of her work is focused on artificial intelligence and how it can be integrated into consumer and internal processes – and specifically, how organisations can actually adopt it.
Schiwitz told SiliconRepublic.com, “That means building AI workflows, working with customers and looking closely at where people trust the technology, where they hesitate and what makes it genuinely useful in their day-to-day work.
“Our broader focus is on making knowledge inside organisations more accessible. Often, the information leaders need already exists somewhere in the organisation, but it is spread across teams and levels and does not reach the right person at the right time.
“We use AI to gather perspectives and identify patterns across them, so leaders can understand what is happening without waiting for information to slowly move through meetings, reports and layers of management.”
The concept of finding the right person at the right time, or being the architect of someone else’s journey, is one that is very personal to Schiwitz, whose career trajectory was initially headed in a very different direction.
She started out by studying to be a national school teacher in her native Austria and spent two years working in childcare.
“At the time, I had very little exposure to technology or to what careers in tech actually looked like. I had always loved maths, logical thinking and figuring out how things work. I just never knew there were careers built around those interests,” she said.
“That changed when I moved to Switzerland to work as a nanny. Both parents in my host family worked in tech, and over dinner, they would talk about products they were building, problems they were solving and decisions they had to make. I found those conversations fascinating. For the first time, I saw a professional world that matched the way I liked to think.”
From there, she studied business information technology, a course in a field that many of her peers had prior experience of via a range of apprenticeship programmes and previous jobs.
“I had spent those same years working with children. At first, that felt like a disadvantage,” she said.
“But over time, I realised I was bringing a different perspective. My background had taught me a lot about how people learn, what motivates them, how they respond to change and why the same approach does not work for everyone.”
Once she completed her bachelor’s thesis on trust in AI, the pieces all fell into place and she found, for the first time, there was an outlet through which she could combine an understanding of people and learning with a knowledge of technology and AI.
“I realised that I was most interested in the space where those things meet, understanding what technology can do and what people need in order to actually use it.”
AI – tool or collaborator?
The concept of trust in AI is one that is particularly fascinating for Schiwitz, who explained that we are starting to adapt to the tech almost as much as it is adapting to us.
“A few years ago, we mostly asked AI isolated questions. Now we give it access to our meetings, documents, decisions and, increasingly, our organisational memory. We record conversations knowing they can become searchable later. We document information differently because we expect AI to understand the context,” she said.
“I find that shift fascinating. We are building AI around the way humans work, while at the same time starting to organise our work around what AI can understand. And this is happening faster than the norms around it can develop.
“We are still deciding what AI should remember, what it should forget, how much context it should have and which decisions should remain human.”
She finds herself driven by a need not only to build better technology, but to be a part of figuring out how humans and AI should work together, as “many of the most important questions are still open”.
The right kind of trust
Schiwitz noted, however, that building trust in AI needs to be about more than simply making the human more trusting of technology, especially in cases where it may be unwarranted.
During her academic research, she discovered that it isn’t necessarily difficult to increase people’s trust in AI in scenarios where the artificial intelligence hasn’t actually been improved.
“For my bachelor’s thesis, I changed relatively simple things around an AI assistant. I explained more clearly why people were interacting with it, made its limitations more visible and gave the conversation more structure. The AI itself did not become any smarter, but people’s trust in it increased significantly and the way they interacted with it changed,” she said.
“I found that fascinating, but also slightly uncomfortable. I had started my research asking how I could make people trust AI. By the end, I was asking whether more trust should even be the goal. If relatively small design choices can change how much people trust an AI, then trust is not necessarily evidence that the system deserves it.”
Following this, she began to think about AI in organisations and how the goal should never be simply maximum trust, but “helping people trust AI when they should and question it when they should not”.
And her unique pivot into tech, whereby she came in with a less-than-traditional educational background, has aided this desire to cultivate real trust in AI and tech teams as a whole.
“For a long time, I thought I had entered technology too late. Now I think I simply entered it with a different perspective. My background in education still shapes the questions I ask about technology, especially around how people understand, trust and use it,” she said.
“This autumn, I am starting Oxford’s MSc in Artificial Intelligence for Business alongside my work. For me, it feels less like another change of direction and more like going deeper into the questions I have been following all along.”
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