Executive briefing: Trust, Evaluation & Governance

Enterprise AI systems fail in production in characteristic ways. Across the cases reviewed here — Air Canada, Avianca, iTutorGroup, State Farm, DPD, Chevrolet of Watsonville, all of which entered the public record through litigation or press — the recurring commonality is the absence of two operational disciplines: evaluation (the ongoing measurement of whether systems perform as intended) and governance (the delivery of policy as code, controls, and accountable workflows).