Designing AI workflows: principles for safety and control
Most teams adopting AI in their workflows understand that LLMs do not behave like traditional software. The same input does not always produce the same output, and even when it does, the model can be wrong, manipulated, or misled. Hallucinations happen even without adversarial input. Air Canada learned this in 2024 when a tribunal ordered the airline to honor a bereavement-fare refund policy its support chatbot had invented out of thin air.