Should We Tell Our Clients When We Use AI?
This is a question I hear a lot, and I love bringing up in workshops to hear people's thoughts: do we need to tell our clients when we use AI in our work processes?
Navigating AI Transparency in Business
Recently, a friend shared an experience that helped me gain clarity on this topic.
They had downloaded an e-book relevant to their business, and the next day, received a phone call from the author’s company.
The caller asked questions about their interest in the e-book, what insights they were seeking, and the challenges their business was facing.
It was four or five minutes into the conversation when my friend realised they weren’t talking to a human—it was an AI bot with a very realistic voice!
What does that make you feel?
To me, this is offensive. It is not okay. We want to know if we are talking to a human or a machine. Maybe this will change with time. But for now, we do.
What Other People Think
When I bring this up during workshops and executive briefings, opinions are typically split. Around a quarter of people say we should always disclose when AI is used, nearly half say it’s not necessary, and the rest believe it depends on the circumstances.
I collect this information for stats, and I always start a conversation. When do you think we should? When should we not? In what circumstances?
When Should You Disclose AI Use?
No Need to Share: Using AI as a Part of Your Process
If AI helps you deliver your work—by brainstorming, drafting, grammar checks, or organising—there’s probably no need to disclose.
It’s just like using a spell checker or a starting with a template.
As long as you own your deliverable and can justify every word or figure, clients are not interested in the details of your process.
For instance, I used ChatGPT in Advanced Voice Mode to refine the flow and delivery of the video in this newsletter. I also then used it to convert my spoken words into the more readable format you are reading here.
Chatty suggested some changes in the flow and advised me to slow down my speech, which I’ve tried to implement. It drafted this email, which I then edited heavily. So ultimately, I deliver this to you, I own every word here, and you probably don't care about the details of how I got here, do you?
Need to Share: When AI Fully Takes Over
On the other side, If clients directly interact with content or communication fully generated by AI, I strongly believe that we should inform them.
If they’re engaging with an AI chatbot or receiving an automated report or email response, they should know.
You can include simple statements like: “This report was automatically generated by AI” or “This email is from Inbal’s AI assistant.”
My very human assistant, Christine, sometimes replies to emails from my Inbox.
She clearly identifies herself with something like: "Christine here, on behalf of Inbal".
In the same way, if an AI assistant is handling communications, we should be transparent about it. Because people want to know who they are talking to.
A Note on Engagement Letters
If you believe this distinction on AI usage should be reflected in your client engagement letters or internal policies, don't forget to go ahead and update them. Let your clients know how you’re working with AI and let your team know what you expect of them (and that using AI is not cheating, and that you will celebrate them if they show everyone in the team how they use AI).
Some businesses choose to include blanket statements like: "We use AI responsibly in delivering your work". They do it for transparency, and also in order to be seen as technologically advanced and up to date. I think that's not a bad idea at all, and it probably starts some interesting conversations.
When You Would Share Regardless
This, of course, doesn't change what I always say about sharing your AI experiments with your team and your friends. Share! All the time! Because learning together lifts us all up and is always the right thing to do.
Do You Agree?
Replies to this email go directly to me, and yes, I read them. This is part of how I learn and it brings me joy to know how my message lands.
If you agree, or disagree, I'd love to hear your thoughts. If you are not in the mood to reply. That is perfectly fine too. You are valid and you are perfect, just as you are!
Email me! inbal@inbal.com.au
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