The week in brief — AI binds the company, not just the tool

Three lessons this week. One: Air Canada's chatbot promised a fare that didn't exist and the company was held liable — an AI that talks to customers binds the brand. Two: BCG notes that only half of frontline teams actually use AI while 75% of executives make it a priority — the gap is in daily use. Three: succeeding with AI is 70% work on people and processes, 10% on algorithms.

The common thread: AI is deployed into an organization, not just a piece of software. Put guardrails on what it says, measure real usage, and invest first in adoption.

Source: Moffatt v. Air Canada (February 2024); BCG, AI Radar (January 2025).