📄 中文摘要
非技术高管推动在客户体验中实现“无处不在的 AI”。当自动化代理导致网站崩溃、数据泄露或提供非法建议时，责任往往落在部署团队身上，而非模型供应商。文章分析了七个高可见度的失败模式，这些模式源自真实事件和研究，转化为可用于设计文档、运行手册和董事会报告的设计和治理模式。核心问题在于组织层面：缺乏人类检查、无限制的自主权以及对自动化系统的过度信任。
七个损害品牌的 AI 失败案例及人类支持如何拯救它们
📄 English Summary
7 Ai Fails That Damaged Brands And How Human Support Could Have Saved Them
Non-technical executives are advocating for 'AI everywhere' in customer experience. When automated agents cause website outages, data leaks, or provide illegal advice, the responsibility falls on the deploying team rather than the model vendor. The article analyzes seven high-visibility failure patterns derived from real incidents and research, transforming them into design and governance patterns applicable to design documents, runbooks, and board decks. The core issue is organizational: unbounded autonomy, lack of human checkpoints, and over-reliance on automated systems.