When AI Creates a Work Incident
Respond to an AI-related mistake with containment, owner review, and process improvement.
Incident A customer-facing AI draft misstated your refund policy and three customers have already quoted it back. The issue is no longer prompt quality. It is customer trust and correction. Incident path Contain -> correct -> learn Treat an AI mistake like any operational incident: stop harm, fix the record, improve the control. Shortcut Argue about whether the AI or the user caused it. The mistake becomes a control improvement, not a recurring surprise. Accountability means there is a human path to correction. 01 Contain 02 Correct 03 Learn Step 1 The wrong policy claim is still visible in a…
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