‘You cannot sue an AI’: Why adoption comes down to people, not platforms
A finance technology specialist at DBS Bank shares lessons from a generative AI chatbot pilot, arguing that successful AI adoption hinges on change management, knowledge design, and user readiness rather than the technology itself — with accountability remaining firmly human. The practitioner perspective offers concrete signals of adoption failure, such as "translation gaps" between business language and AI retrieval, that HR and people-ops leaders rolling out AI tools can directly apply.