The business resolution metric adequately represents | AIGP
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The business resolution metric adequately represents: Which prior assumption no longer holds?

AIGP Understanding How to Govern AI Development Medium

A business metric can remain strong while affected employees experience poor usability or harm, so the metric’s sufficiency assumption fails.

The question

An internal employee-assistance chatbot reports a high resolution rate. After expansion to employees with limited digital literacy, users report confusing and occasionally harmful guidance despite the business metric remaining strong. Which prior assumption no longer holds?

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  1. The business resolution metric adequately represents employee outcomes. ✓
    Strong resolution statistics no longer capture usability and harm concerns among the expanded population, requiring broader outcome assessment.
  2. Resolution rate is unrelated to employee experience.
    Resolution rate may correlate with experience, but the scenario does not establish that it is wholly unrelated or irrelevant.
  3. Digital-literacy differences affect only training costs.
    The reports show potential usability and harm impacts, so limiting differences to training costs ignores affected-person outcomes.
  4. The chatbot’s language model must be replaced immediately.
    Replacement might eventually be considered, but the invalid assumption concerns outcome measurement, not a predetermined technical remedy.
The trap
A successful organizational metric does not automatically demonstrate acceptable human outcomes.

How to remember it

A business metric can remain strong while affected employees experience poor usability or harm, so the metric’s sufficiency assumption fails.

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