The Chatbot Is Not a Strategy
A chat window bolted onto a product is not an AI strategy, and neither is an assistant licence mandated for developers - the case for adoption with intent, and the staged-maturity evidence behind it.
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Intent Engineering and the Klarna Lesson
An agent can have perfect context and a flawless harness and still optimise for the wrong thing - what Klarna's 2024 launch figures and 2025 reversal actually teach about encoding organisational intent, and three mechanisms that stop that intent drifting.