The AI Playbook: Shipping Reliable AI Features
The demo wowed the room. Somebody typed a gnarly customer question into the chat box, and the assistant answered it perfectly — cited the right policy, used the right tone, even apologized for the wait. The VP leaned forward. "Let's ship it next month." Then the quiet part, usually said later and quieter: "To 10,000 users. And it can't hallucinate about refunds." That gap — between the demo and the deployment — is where most AI features go to die. The demo was a happy path through one question. Production is every question, asked by strangers, at 2 AM, with your company's name on every answer. The model didn't change between the two. Everything around it did: the inputs get weirder, the failures get more expensive, and "it usually works" stops being a sentence anyone will accept. This post is the capstone of this track: a numbered playbook for closing that gap, practiced-judgment style. Not laws of nature — every team tunes these t...