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Trusted AI Needs a Human at the Helm

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By Linda Saunders, Salesforce Director, Solution Engineering Africa

AI promises to make our jobs easier, our work more productive, and our businesses more valuable. In fact, new research from Slack finds that 80% of employees using generative AI tools are experiencing a boost in productivity — and that’s just the beginning.

And, with the introduction of AI assistants — including Salesforce’s own Einstein Copilot — the potential for businesses is only growing. AI assistants can already answer questions, generate content, and dynamically automate actions. And someday, these assistants will become digital sales and service agents, anticipating our needs and operating on our behalf.

But with each new AI advancement comes new ethical concerns. It’s one thing if an AI assistant offers a bad product recommendation, but if it takes misguided actions on real-world concerns like personal finances or medical information — the stakes suddenly become much higher.

As we enter this new era of human-AI interaction, how can we harness the power of AI without opening ourselves up to dangerous risks?

Keeping a human at the helm

The AI revolution is an evolution. We’re taking quantum leaps forward every day, but we can’t always explain why AI does the things that it does — or eliminate every instance of inaccuracy, toxicity, or misinformation.

For these reasons, it’s important that we keep humans firmly in control of AI systems. But as AI becomes more and more sophisticated, it can be hard to figure out how to layer in that human touch. We’ve all heard of keeping “humans in the loop,” but with this new generation of AI, it’s sometimes just not realistic for us to engage in every AI interaction or review every AI-generated output.

That’s why, at Salesforce, we believe trusted AI needs a human at the helm. Instead of asking humans to intervene in every individual AI interaction, we’re designing more powerful, system-wide controls that put humans at the helm of AI outcomes and enable them to focus on the high-judgement items that most need their attention. In other words, humans aren’t always rowing the boat — but we’re very much steering the ship.

And with a human at the helm, we can design AI systems that leverage the best of human and machine intelligence. For example, we can unlock incredible efficiencies by tasking AI to review and summarise millions of customer profiles. And at the same time, we can build trust by empowering humans to lean in and use their judgement in ways that AI can’t.

Making AI a copilot, not an autopilot

There’s a reason this generation of AI products are called copilots and not autopilots. As AI becomes more powerful and autonomous — making decisions and taking actions on individuals’ behalf — keeping a human at the helm becomes even more important. By combining the capabilities of AI with the strength of human judgement, we can make AI more effective and trustworthy.

Here are three ways we’re keeping humans at the helm of Salesforce AI:

  • Prompt Builder Helps Us Automate in Authentic Ways: Prompts, or the instructions we send to generative AI models, are very powerful. A single, human-generated prompt can help guide millions of trusted outputs — but only if it’s constructed thoughtfully. With our newly announced Prompt Builder, we’re helping customers craft effective prompts by seeing the likely output in near real time to help ensure they get the AI outcome they want. We’ve also added different edit modes within Prompt Builder that allow users to tune and revise their prompts so they provide more helpful, accurate, and relevant results.

  • Audit Trails Help Us Spot What We’ve Missed: Our Einstein Trust Layer offers a robust audit trail that allows customers to assess AI’s track record and pinpoint where their AI assistant may have gone wrong — but also where AI went right. These features help identify issues across large datasets that humans might not spot; and can empower us to use our judgement to make adjustments based on the needs of our organisation. For example, Audit Trail can alert us when an AI tool’s outputs are flagged as “thumbs down” a certain number of times — a sign that the AI-generated outputs might not be meeting the business’ goals. And by aggregating implicit feedback signals, like how often users edit an output before using it, Audit Trail can give us a bird’s eye view of our systems, allowing us to identify trends and take action.

  • Data Controls Help Us Better Guard Our Data: AI is nothing without data. That’s why we’ve designed robust controls in Data Cloud — our fast-growing platform that helps bring siloed customer data together in one place — to help businesses securely action their data. Data Cloud features help organizations harness data for AI-powered insights and intelligence, while longstanding Salesforce core data controls like permission sets, access controls, and data classification metadata fields empower humans and AI models alike to protect and manage sensitive data.

Pioneering a new approach for the AI era

As the AI era continues to unfold, it’s critical that both humans and technology evolve along with it. The AI revolution is not just about technological innovation — it’s also about empowering humans to sit successfully at the helm of AI and use it in ways that are trustworthy and effective.

Our approach is evolving, and we are committed to continued research, learning, and multi-stakeholder collaboration on this topic. But with a human at the helm, we believe we can combine the best of human and machine intelligence for this new AI era — leaning into AI’s capabilities and freeing up humans to do what they do best: be creative, exercise their judgement, and connect more deeply with one another.

With AI and humans working together, we can create more productive businesses, more empowered employees, and ultimately, more trustworthy AI.


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Ugo Onwuaso is an ICT enthusiast. He believes technology should be used for general good. He holds a Master of Public Administration (MPA) degree from the Lagos state University. Dear Reader, Your support matters. But we believe that technology makes life more exciting and helps improve the lives of people around Nigeria and indeed the world. That is why, we have devoted our energy to independent reportage of technology and finance and how they affect lives. Our incisive and analytical view of how technology news affects the daily life help individuals and organizations make up their minds. Quality journalism costs money. Today, we're asking that you support us to do more. Kindly support our effort to deliver technology and finance journalism to everyone in the world. Donate as little as N1,000. Bank transfers can be made to: UBA Plc 1017156876 Communication Week Media Ltd

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NELFUND Investigates 34 Universities Over Students’ Missing Tuition Refunds

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Nigerian Education Loan Fund (NELFUND) says it is investigating about 34 tertiary institutions over allegations that they failed to refund students whose tuition fees were paid twice under the Federal Government’s student loan scheme.

The Managing Director of NELFUND, Mr Akintunde Sawyerr, disclosed this during an interview on Arise Television.

Sawyerr said the agency had deployed a five-member investigative team, including operatives of the Economic and Financial Crimes Commission (EFCC) and internal auditors, to examine the allegations.

According to him, the investigation was prompted by numerous complaints received from affected students.

“As of right now, there are 34 institutions that we are looking at closely with respect to this issue,” he said.

Sawyerr explained that the double payment issue arose because President Bola Tinubu directed that the student loan scheme commence in the middle of an academic session instead of at the beginning.

He said the decision compelled many students to pay their tuition fees to meet registration deadlines while awaiting approval of their loan applications.

“What happened is that a lot of schools got double payment; some from the students and some from us,” he said.

“The refund process is entirely out of our hands. It is the recipient of the double payments that is obliged to make refunds to the students.”

The NELFUND boss noted that many students had borrowed money from family members, friends and other sources to pay their tuition with the expectation of receiving refunds once the loans were disbursed.

He said while some institutions had promptly refunded affected students, others had failed to do so.

“Some have been very good at this. Others haven’t been so good at it,” Sawyerr said.

“I reserve judgement on the intentionality around it because, for some of them, they just didn’t have the process to make refunds.”

Sawyerr disclosed that NELFUND was exploring a tokenised payment system that would enable students to authorise tuition payments directly to their institutions, thereby reducing the likelihood of duplicate payments.

He said the agency deliberately chose not to disburse tuition loans directly to students to minimise the risk of fund diversion.

“Paying the funds to the students could really lead to the temptation for them to divert and do other things,” he said.

The managing director, however, acknowledged that NELFUND lacked the statutory powers to compel institutions to refund students or prosecute officials found culpable.

He added that many frustrated students had submitted complaints not only to NELFUND but also to anti-corruption agencies, including the EFCC and the Independent Corrupt Practices and Other Related Offences Commission (ICPC).

Sawyerr also expressed concern over increases in tuition fees by some institutions following the introduction of the student loan scheme.

He said NELFUND had declined to pay institutions that increased their tuition fees beyond acceptable levels.

“Some schools, because they get paid easily, started to put up their fees. We refused, point blank, to pay institutions who had hiked their fees beyond a certain level,” he said.

He reaffirmed the agency’s commitment to investigating every reported irregularity and strengthening the implementation of the student loan programme through continuous monitoring and internal reviews.


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Obi, NDC Presidential Candidate Faces N50Bn Defamation Claim over Alleged Podcast Remark

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Abayomi Arabambi, national vice chairman (South-West) of the Labour Party, has demanded a public apology, a retraction, and N50 billion in damages from Peter Obi, presidential candidate of the Nigeria Democratic Congress (NDC), over an alleged defamatory statement made during a podcast interview.

Obi, NDC Presidential Candidate Faces N50Bn Defamation Claim over Alleged Podcast Remark

The demand was contained in a letter issued by the law firm Neplus Ultra Attorneys and signed by Anderson U. Asemota, Peter O. Asimegbe, and Stanley C. Eziefulle on behalf of Arabambi.

According to the letter, the legal dispute arose from comments allegedly made by Obi during the interview, where he reportedly stated that Arabambi “does not have an address.”

Arabambi’s legal team described the statement as false, malicious, and defamatory, arguing that it portrayed their client as a faceless individual without legitimacy, credibility, or standing in public life.

The lawyers further claimed that the interview was widely circulated on television stations and digital platforms, exposing Arabambi to public ridicule and damaging his reputation.

“Our client has had a known residential and business address, maintains professional and political affiliations within Nigeria, and has never been a person whose whereabouts or identity were unknown,” the letter stated.

The legal team maintained that the alleged publication caused embarrassment and harmed Arabambi’s public image and political standing.

As part of their demands, the lawyers called for an unreserved public apology to be aired on national television, published on Obi’s verified social media platforms, and carried as full-page apologies in national newspapers.

They also demanded the payment of N50 billion as compensation for the alleged injury to Arabambi’s reputation, dignity, political standing, and public image.

 


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Why We’re Partnering With NIHOTOUR To Bring Nigerians In South Africa Home – Steve Babaeko

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When Nigerians began arriving back home on emergency flights following an ultimatum from anti-migrant groups in South Africa, Steve Babaeko, alongside The Nigerian Institute of Hospitality and Tourism (NIHOTOUR), saw an opportunity to step up for his fellow citizens.

Why We’re Partnering With NIHOTOUR To Bring Nigerians In South Africa Home - Steve Babaeko

Steve Babaeko

The CEO of X3M Ideas explains that he saw a deep obligation, one that had nothing to do with advertising and everything to do with hospitality. For Babaeko, it was a reminder that an agency owes a duty of care to the community it exists within.

That conviction shaped the creative agency’s partnership with the Nigerian Institute of Hospitality and Tourism (NIHOTOUR) for the newly launched ‘Welcome Home’ pilot programme at Murtala Muhammed International Airport (MMIA) in Lagos. Rather than simply crafting a messaging campaign around the crisis, X3M Ideas helped design a tangible, physical system.

“This wasn’t built as a campaign about a crisis,” Babaeko said. “It was a hospitality agency deciding what it owes its own citizens the moment they land.”

For Babaeko, what X3M has built is infrastructure, something returnees can physically walk through, use, and benefit from the instant they clear the arrival gate.

With the MMIA pilot now officially running, NIHOTOUR directs returnees to immediate support services and issues them a Returnee Card. This card grants individuals a free first night at partner hotels, immediate transport assistance from the airport, and fast-tracked business registration support.

Furthermore, the initiative features a dedicated Restart Desk to assist returnee entrepreneurs and tradespeople with job placement referrals and business registration. This operates alongside a public Homecoming counter that tracks the cumulative number of returnees welcomed, businesses restarted, and jobs facilitated.


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