Everyone Is Auditing the Workflow. Nobody Is Fixing the Knowledge.

In February 2024, a Canadian small claims tribunal ruled against Air Canada. Their chatbot had told a passenger he could book a full-fare ticket and claim a bereavement discount retroactively. He couldn't. When he tried, Air Canada's position was: the chatbot said that, not us. The tribunal disagreed. You deployed it, you own what it says.
The ruling was correct. But the more interesting problem was underneath: when the incident happened, nobody could reconstruct what context the chatbot had been given. Nobody could confirm whether a human had ever reviewed the policy the bot was consulting. Nobody could determine whether the specific bereavement policy text had been modified between deployment and the passenger's interaction. The audit trail recorded that the system was deployed. It did not record what the system knew.
That's the provenance problem. And every organization running AI agents at enterprise scale is about to hit a version of it.
