{"id":889057,"date":"2026-07-13T06:06:48","date_gmt":"2026-07-13T06:06:48","guid":{"rendered":"https:\/\/www.capgemini.com\/be-en\/?p=889057&#038;preview=true&#038;preview_id=889057"},"modified":"2026-07-15T06:10:02","modified_gmt":"2026-07-15T06:10:02","slug":"relatable-by-design","status":"publish","type":"post","link":"https:\/\/www.capgemini.com\/be-en\/insights\/expert-perspectives\/relatable-by-design\/","title":{"rendered":"Relatable By Design"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-blogs header-hero-blogs\"><div class=\"container\"><div class=\"hero-blogs\"><div class=\"hero-blogs-content-wrapper\"><div class=\"row\"><div class=\"col-12\"><div class=\"header-title\"><h1>Relatable By Design<br>Why grounded AI earns trust that eloquent AI cannot<\/h1><\/div><\/div><\/div><\/div><div class=\"hero-blogs-bottom\"><div class=\"header-author\"><div class=\"author-img\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/sites\/14\/2023\/06\/robm2022b-2.jpg?w=200&amp;quality=10\" alt=\"Dr Mark Roberts\" loading=\"lazy\"\/><\/div><div class=\"author-name-date\"><h5 class=\"author-name\">Dr Mark Roberts<\/h5><h5 class=\"blog-date\">Jul 13, 2026<\/h5><\/div><\/div><div class=\"brand-image\"><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"grid-container\"><div class=\"col-12 col-md-2\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/?p=1233899\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?url=https:\/\/www.capgemini.com\/?p=1233899\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div><div class=\"article-text article-quote-text\">\n<h2 class=\"wp-block-heading\" id=\"h-in-our-recent-worlds-apart-paper-we-made-an-argument-that-runs-against-the-grain-of-the-last-decade-of-ai-the-road-to-trustworthy-ai-isn-t-necessarily-paved-with-more-data-or-bigger-models-but-with-better-context-models-that-are-aligned-and-grounded-in-the-same-world-we-live-in-alignment-and-grounding-are-engineering-terms-but-there-s-a-more-human-word-for-what-all-that-grounding-actually-buys-us-and-it-s-worth-drilling-into-relatability\">In our recent <em><a href=\"https:\/\/www.capgemini.com\/insights\/research-library\/worlds-apart?utm_source=linkedin&amp;utm_medium=social&amp;utm_content=Innovations_grouporganic_video_report_none&amp;utm_campaign=corporate_innovation\" target=\"_blank\" rel=\"noreferrer noopener\">Worlds Apart<\/a> <\/em>paper, we made an argument that runs against the grain of the last decade of AI: the road to trustworthy AI isn\u2019t necessarily paved with more data or bigger models, but with better <strong>context<\/strong> \u2013 models that are aligned and grounded in the same world we live in. Alignment and grounding are engineering terms, but there\u2019s a more human word for what all that grounding actually buys us, and it\u2019s worth drilling into: <strong>relatability<\/strong>.<\/h2>\n\n\n\n<p>We trust things we can relate to. It\u2019s true of people, gadgets and organizations, and it turns out to be just as true of AI. So, before we talk about neural networks, let\u2019s talk about house plants, sat-navs and the corner shop.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-friend-who-just-gets-you\">The friend who just gets you<\/h2>\n\n\n\n<p>Think about the friend you\u2019d happily hand your keys to while you\u2019re away. You don\u2019t choose them because they hold a certificate in plant-watering. You choose them because they <em>know<\/em> you: they know the fern by the window has been half-dead since 2019 and isn\u2019t worth worrying about, that the spare key is at the neighbor on the left because you don\u2019t get along with the neighbor on the right, and that if the boiler makes that noise again you just thump it. You don\u2019t leave them a two-page manual, because you share so much context that most of it goes without saying.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Now imagine handing the same keys to a stranger from an agency. Perfectly competent, well reviewed, and yet you\u2019d write the manual, and still end up fretting from the beach. The gap between the two isn\u2019t skill. It\u2019s shared context.<\/p>\n\n\n\n<p class=\"has-medium-font-size\" style=\"padding-top:0;padding-right:var(--wp--preset--spacing--30);padding-bottom:0;padding-left:var(--wp--preset--spacing--30)\"> &#8220;<em>Trust scales with how much of your world the other party already understands without being told<\/em>.&#8221;<\/p>\n<\/blockquote>\n\n\n\n<p>It\u2019s also worth noting that relatability works both ways \u2013 a lack of relatability is not always about making a leap of faith to trust someone <em>less<\/em> capable or experienced than yourself. It could be the other way around. What if your neighbor was the cleverest person on the planet, an unparalleled genius whose every thought seemed to be on a higher plane of understanding than the rest of us? The further they are away from our own world view, the less we trust them, even if we know they can out-think us on every topic.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-tech-that-reads-the-room\">The tech that reads the room<\/h2>\n\n\n\n<p>The same feelings subconsciously governs our relationships with our gadgets. Early sat-navs would route you, with total confidence, straight into a river. At first we laughed. But then we stopped trusting them, second-guessing every instruction, which rather defeated the point of having one. A good navigation app today behaves differently: it seems to know you avoid motorways, that it\u2019s school-run o\u2019clock, or that there\u2019s roadworks on your usual route. It feels like it <em>gets<\/em> you, so you relax and free up mental energy that would normally be wasted.<\/p>\n\n\n\n<p>A thermostat that learns you like the bedroom cool at night earns the right to make the call itself. When a tool appears to understand your <em>intent<\/em> rather than just executing a literal command, you feel comfortable delegating to it. When it feels alien and unrelatable, you supervise, and supervision spends the very time the tool was meant to give back.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-why-we-trust-the-corner-shop\">Why we trust the corner shop<\/h2>\n\n\n\n<p>The same pattern holds for people and organizations. Most of us trust the local shopkeeper, or the GP who has known the family for years, more readily than a faceless call center reading from a script, and not necessarily because they\u2019re more skilled. It\u2019s because they hold our <em>context<\/em>: our history, our quirks, the unwritten stuff nobody wrote down.<\/p>\n\n\n\n<p>It\u2019s also why a large organization wins back our trust the moment it acts as though it knows us, &nbsp;for example remembering our last complaint, or understanding why this particular thing matters to this particular customer. Strip all of that away and even a technically flawless service feels cold and untrustworthy. Relatability, in the end, is just this question: does this system hold enough of my world to act on my behalf without me having to spell out every last thing?<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-from-relatable-to-trustworthy-explainable-and-governable\">From relatable to trustworthy, explainable and governable<\/h2>\n\n\n\n<p>Grounding of that kind has consequences well beyond a warm feeling. Three things we badly need from AI are direct consequences of greater relatability.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Trust. <\/strong>We grant real authority to those who share our context. An AI grounded in our world can be delegated to, not merely prompted and double-checked.<\/li>\n\n\n\n<li><strong>Explainability. <\/strong>A relatable system explains itself in terms we already recognize. \u201cI kept my distance because that was clearly a police scene\u201d is an explanation any of us can weigh. \u201cToken 4,417 exceeded a threshold\u201d is not. Shared concepts are what make shared explanations possible.<\/li>\n\n\n\n<li><strong>Governance. <\/strong>You can only govern a system using concepts it actually represents. You can\u2019t govern a pure pattern-matcher with human ideas like fairness, safety or legality if those ideas simply don\u2019t exist inside it. AI we can relate to carries the very concepts we want to hold it to.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-uncanny-valley-of-competence\">The uncanny valley of competence<\/h2>\n\n\n\n<p>The unsettling thing about today\u2019s most impressive AI isn\u2019t that it\u2019s stupid. It\u2019s that it\u2019s brilliant and alien at the same time \u2013 an eloquent stranger who sometimes says all the right words while missing the point entirely. The fix isn\u2019t to make AI more human on the <em>surface<\/em>. It\u2019s to make it more human <em>underneath<\/em>: grounded in the same world, carrying the same context, reasoning over the things we actually care about.<\/p>\n\n\n\n<p>Relatability isn\u2019t a nice-to-have bolted on top of trustworthy AI. It <em>is<\/em> trustworthy AI, viewed from the human side. Build AI we can relate to, and trust, explanation and governance arise naturally, rather than being a complex retrospective paperwork exercise. <\/p>\n\n\n\n<p><em>We don\u2019t need AI that is one of us. We just need AI that\u2019s on the same wavelength.<\/em><\/p>\n\n\n\n<p><em>Read our POV on <a href=\"https:\/\/www.capgemini.com\/be-en\/insights\/research-library\/worlds-apart\/\" target=\"_blank\" rel=\"noreferrer noopener\">How world models and context will enable the next generation of trustworthy AI<\/a><\/em><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\" section section--expert-slider wrapper-people-slider wp-block-cg-blocks-wrapper-people-slider\"><div class=\"container\"><div class=\"row\"><div class=\"content-title col-12 col-md-8\"><h2 data-maxlength=\"34\" class=\"people-heading-title\">Meet the author<\/h2><\/div><\/div><\/div><div class=\"slider slider-boxed\"><div class=\"container\"><div class=\"slider-window\"><div class=\"slider-list\">\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/sites\/14\/2023\/06\/robm2022b-2.jpg\" alt=\"Dr Mark Roberts\"\/>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-6 col-lg-8 box-inner\">\n\t\t\t\t\t\t<div class=\"row title-social-media-header\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 mbl-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/in\/drmarkroberts\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 box-container\">\n\t\t\t\t\t\t\t\t<div class=\"box-title\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"people-profile-title\">Dr Mark Roberts<\/h3>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span>Global Head, Capgemini AI Futures Lab<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 social-box-container dkt-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/in\/drmarkroberts\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"people-info\">Mark Roberts is a visionary thought leader in emerging technologies and has worked with some of the world\u2019s most forward-thinking R&#038;D companies to help them embrace the opportunities of new technologies. With a PhD in AI followed by nearly two decades on the frontline of technical innovation, Mark has a unique perspective unlocking business value from AI in real-world usage. He also has strong expertise in the transformative power of AI in engineering, science and R&#038;D.<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div><\/div><\/div><div class=\"slider-nav\"><button class=\"slider-prev inactive\" aria-label=\"Slider-previous\" tabindex=\"-1\"><\/button><ul class=\"slider-paginator\"><\/ul><button class=\"slider-next\" aria-label=\"Slider-next\"><\/button><\/div><\/div><\/section>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Explore the concept of Trustworthy AI and how relatability is key to building trust in artificial intelligence.<\/p>\n","protected":false},"author":263,"featured_media":888371,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"cg_dt_proposed_to":[],"_eb_attr":"","cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"","_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"_yoast_wpseo_primary_brand":"","_jetpack_memberships_contains_paid_content":false,"footnotes":"","featured_focal_points":"","jetpack_post_was_ever_published":false},"categories":[1],"tags":[406],"brand":[],"service":[],"industry":[],"partners":[],"blog-topic":[127],"content-group":[],"class_list":["post-889057","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","tag-artificial-intelligence","blog-topic-innovation"],"yoast_head":"<!-- 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