Using AI tools for transcribing and summarizing interviews can revolutionize how internal auditors document and analyze conversations. These tools streamline administrative work, boost accuracy, and make it easier to connect insights to frameworks like S.P.I.N. Selling.
However, integrating AI transcription into interviews can also raise significant concerns about human behavior—particularly how being recorded might influence the openness and honesty of respondents.
The book Spy the Lie sheds light on the psychology of deception and identifies three common forms of lying—omission, fabrication, and misdirection. When individuals know they’re being recorded and their words are preserved verbatim, they may feel guarded, wary, or even fearful. This shift in behavior can hinder the depth and quality of responses, undermining the effectiveness of the interview process. Here’s a closer look at these risks and how auditors can address them.
How Recording and Transcription Can Influence Communication
1. Encouraging Lying by Omission
Omission occurs when respondents withhold key details they might otherwise share if the conversation felt less formal or permanent. For example, during the “Problem” or “Implication” phase of a S.P.I.N. Selling-style interview, an employee may choose not to disclose all the ways an issue impacts the organization, fearing backlash or accountability.
2. Risk of Fabrication
The permanence of recorded conversations can prompt some individuals to fabricate details or sugarcoat their answers to project a more favorable image. This is particularly problematic in the “Need-Payoff” phase, where candid input about solutions and priorities is essential for auditors to craft actionable recommendations.
3. Increase in Misdirection
Misdirection involves steering the conversation away from sensitive topics or providing vague, irrelevant responses. For instance, if asked about a problematic process, an interviewee might deflect by highlighting unrelated successes. This tactic can mask deeper issues, preventing auditors from uncovering critical risks or opportunities.
Each of these responses erodes the fundamental purpose of an interview, which is to uncover the truth, build trust, and generate meaningful insights. The S.P.I.N. Selling framework relies on open and honest communication to achieve its objectives, making these concerns particularly significant for internal auditors.
Strategies to Mitigate These Risks While Leveraging AI Tools
1. Prioritize Transparency and Trust
Before starting an interview, make an effort to build rapport and explain why the conversation is being recorded. Clearly outline how the transcription will be used and emphasize that the purpose is to understand issues better and work toward constructive solutions—not to assign blame. When individuals sense that you’re working with them, not against them, they’re more likely to open up.
2. Give Participants the Option to Opt Out of Recording
Some respondents may feel more comfortable if recording is optional. Focus on their comfort level and allow exceptions when necessary. For those who opt out, consider taking detailed handwritten notes instead, ensuring sensitive or guarded individuals can still provide valuable input.
3. Pair AI with Active Listening
Instead of being overly reliant on AI transcription, focus on active listening during the interview. Pay attention to non-verbal cues, pauses, and emotional tones that can indicate hesitation, discomfort, or enthusiasm. AI might capture what’s said, but it’s up to the auditor to interpret how and why it’s said.
4. Establish Confidentiality Safeguards
Reassure participants that the AI transcription process is secure and in compliance with privacy regulations. Highlight steps your organization takes to protect sensitive data, such as encryption or operating on secure, internal platforms rather than third-party cloud services.
5. Train Auditors in Lie Detection
Drawing insights from Spy the Lie, auditors can benefit from understanding deception cues, such as evasive language or changes in tone. While AI can provide a transcript, it can’t detect when someone’s intentionally withholding or misdirecting information. Training auditors to spot these signs enhances the quality of the interview, ensuring richer data beyond the transcription.
6. Use Transcription for Analysis, Not Judgment
Frame the AI transcription as a tool for analysis rather than an accountability mechanism. Avoid directly attributing findings to specific individuals when presenting audit results, which could create a more open dynamic during interviews. Focus on systemic patterns and organizational trends rather than individual responses.
7. Balance Formality with Approachability
The goal is to make interviewees feel heard, not interrogated. While using AI transcription lends formality and thoroughness to the process, conduct the conversation in a natural, approachable way. Use open-ended questions and genuine curiosity to foster a relaxed environment.
8. Supplement AI Outputs with Human Judgment
AI-generated summaries are efficient, but they don’t interpret intent or context. Combine the transcript with manual review and analysis by auditors to ensure key insights aren’t missed. This also helps address omissions or misdirection that may have occurred during the conversation.
Final Thoughts
AI transcription tools are a double-edged sword in internal auditor interviews. On one hand, they offer significant advantages—efficiency, accuracy, and the ability to document large volumes of data. On the other, they can inadvertently influence human behavior, particularly when respondents feel uncomfortable or scrutinized.
By understanding the potential pitfalls outlined in Spy the Lie, internal auditors can take proactive steps to mitigate these risks. Transparency, trust-building, and a balanced approach to technology and human oversight are key to preserving the effectiveness of frameworks like S.P.I.N. Selling. When AI is used thoughtfully and strategically, it can enhance—not hinder—an auditor’s ability to uncover meaningful truths and drive organizational improvements.
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