[blueblisters]

There are people all across the system who fail have a poor understanding of how machine learning works, especially in the enterprise AI market. The most common hurdle I have seen is having to explain to salespeople and customers that models are not perfect - they often fail on known unknowns and unknown unknowns. No matter how simple to understand you try to make it using charts and lift curves, every model failure has a potential for customer escalation, costing hundreds of engineering and support hours and depressing margins.

[pc86]

Not trying to nit pick (but here we go), but allowing an escalation to cost hundreds of hours seems like a systemic corporate issue. It's absolutely a customer service hurdle, you can't just tell a customer sending in a ticket to shove it, and throwing something back them that they signed acknowledging it is never helpful. But even involving engineers in these cut-and-dry scenarios (whether the customer agrees or not) seems like a poor decision.