LLMOps: Why Shipping AI to Production Is an Operations Problem

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A chatbot on Air Canada's website wrongly told a customer he could claim a bereavement discount after travel, contradicting the airline's own policy page. When the airline refused the refund, British Columbia's Civil Resolution Tribunal ruled in February 2024 that the company was responsible for its chatbot's statements and ordered it to pay C$812.02. The article argues that a deployed model is effectively a vendor dependency whose outputs carry the company's liability, so production readiness requires operating it, not just building it. It identifies four metrics to track: p95 latency, error rate, cost per 1,000 requests, and eval pass rate. It presents these as the concrete measures that distinguish a live product from a demo, and frames the piece as the final part of an AI engineering series.

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