15 June 2026 · by Sumit Uttamchandani

Building Trust in Agentic AI Systems

Explainability is key to customer trust in AI-driven financial services

The real test of AI in finance is not its ability to perform tasks, but rather its ability to earn customer trust and understanding.

Most AI programs focus on automation, but the true finish line is when customers trust the system enough to stop constantly monitoring it.

To achieve this trust, AI systems must be explainable, allowing customers to understand the logic behind their decisions, even if they disagree with them.

In regions like the Middle East and North Africa (MENA), the trust gap is even wider, with customers evaluating not just the AI, but also the institution's understanding of their values and transparency.

The key to success lies in creating an 'explainability layer' that enables customers to understand the decision-making process, making them feel smarter for using the AI.