Tag: ai

All the articles with the tag "ai".

• Prompt, Retrieve or Fine-Tune: How to Choose Where Model Behaviour Lives

  Published:Oct 2, 2026 |  at 04:35 AM

  Prompting, retrieval and fine-tuning are three places to store behaviour, not three ways to get better answers. A decision framework for choosing where a behaviour lives, who maintains it, and what should never be baked into model weights.

• Deflection Is Not Resolution: The Real Economics of AI Customer Service

  Published:Sep 30, 2026 |  at 03:05 AM

  Containment and deflection rates flatter AI service deployments because they count contacts that never reached a human, not problems that were solved. Here is how to measure resolution — repeat contacts, escalation cost, wrong-answer cost and churn — and decide whether your service metrics are telling the truth.

• Internal Audit Has to Assure Systems That Change Themselves

  Published:Sep 28, 2026 |  at 02:20 AM

  Internal audit was built to test controls that stay still. AI systems change behaviour when a model is upgraded, a prompt is edited or data drifts, so the third line now needs continuous evidence, a model and prompt change register, and a board report that states residual risk rather than a stale pass.