Building trust in AI with human-led design

At the core of HUB24’s Innovation Lab governance framework is a human-in-the-loop approach, where critical actions must be validated by a human before being executed or progressed.

This ensures a process is accurate and effective and is supported by monthly sampling and benchmarking to maximise predictive accuracy and confidence levels.

“We’ve grown alongside the technology,” said Dr Evan Morrison, Head of the Innovation Lab at HUB24. “We had to do benchmarking, labelling, and all the other steps that are often taken for granted.”

From the outset, ensuring privacy and good management was central to HUB24’s approach. The Lab’s experience in creating its own models that could understand and generate human language, even before Gen-AI arrived, meant these factors were built in from the start.

“By building with human-led design from the beginning, we were well-positioned to move forward when generative AI arrived,” said Morrison.

Still, Morrison is clear that AI does not replace the role of the adviser.

“Advisers will always be central to the advice proposition. They build trusted relationships with clients – something AI and technology can support but never lead.”

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