Reputation CTO Mandates Human Oversight for Public AI

Anu Choudhury, Chief Technology Officer of Reputation, has established a human-in-the-loop framework for the company's AI deployment to safeguard corporate reputation. Under these guidelines, high-volume, low-risk internal workflows such as ticket-routing are fully automated, but all public-facing AI outputs—including customer review responses and social media posts—must undergo human oversight.

Choudhury argues that this oversight is necessary to prevent AI hallucinations and unauthorized commitments. To support this strategy, she emphasizes the use of AI observability to monitor system decision-making and the implementation of architectural guardrails to manage security and costs.

Addressing internal concerns regarding job security, Choudhury asserts that human employees provide essential customer knowledge that AI cannot replicate. She maintains that unfettered AI is a liability and intends to keep the human-review rule until the technology can consistently prove its reliability at scale.