Enhancing Human Trust Through Explainable AI Communication for Nontechnical Stakeholders

Michael Christian; Christian Haposan Pangaribuan; Dwi Apriliasari; Bintang Nandana Henry; Alexander Williams

Authors

Michael Christian Sampoerna University https://orcid.org/0000-0001-8892-5400
Christian Haposan Pangaribuan Sampoerna University https://orcid.org/0000-0001-7095-8829
Dwi Apriliasari Asosiasi Dosen Indonesia https://orcid.org/0000-0001-5597-0475
Bintang Nandana Henry Kreatif Desain https://orcid.org/0009-0004-7048-6736
Alexander Williams Queensland University

Keywords:

Explainable AI, Human Trust, AI Communication, Human Centered AI, Nontechnical

Abstract

The rapid adoption of Artificial Intelligence (AI) in data driven decision making has increased the complexity of analytical models, creating significant communication barriers between technical experts and nontechnical stakeholders. Limited understanding of AI generated insights often reduces trust, delays decision making, and restricts the effective adoption of AI supported recommendations. As organizations increasingly rely on explainable and human centered AI systems, effective communication has become essential to ensuring that AI out- puts are accessible, transparent, and meaningful for diverse stakeholder groups. This study aims to identify the key challenges in communicating complex AI model results and to develop practical communication strategies that enhance human trust among nontechnical stakeholders. A qualitative research design was employed using case studies, open ended surveys, expert interviews, and focus group discussions involving data scientists and nontechnical decision makers from business organizations. The collected data were analyzed through thematic analysis to identify recurring communication barriers and effective explanatory practices. The findings reveal that technical jargon, cognitive overload, and limited contextual explanations are the primary factors reducing stakeholder trust in AI generated insights. Conversely, explainable AI communication supported by intuitive data visualization, contextual storytelling, simplified summaries, and audience centered messaging significantly improves understanding, transparency, and stakeholder confidence across organizational contexts. The study proposes a human centered communication framework that strengthens trust in AI assisted decision making while promoting more inclusive and responsible technology adoption. These findings contribute to explainable AI research by demonstrating how effective communication can bridge the gap between technical complexity and human understanding, thereby generating meaningful humanistic impacts in organizational decision making and sustainable organizational innovation.

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