98% Isn’t Enough: AI, Human Judgement and Mission-Critical Operations

Send me a message A 98% response rate sounds excellent—until the missing 2% includes police and ambulance calls. That is the problem with judging automation by averages when the exceptions carry the greatest operational risk. My guest is Josh Gould, CEO of The Big Word, whose teams operate at the intersection of AI, human judgement and mission-critical language services. His experience exposes a wider business issue: automation can cut cost and increase capacity, but poor escalation design ca...