Member-only story
Your LLM application is failing silently right now. You just don’t know it yet. Here’s what you need to see before it’s too late.
Your LLM application is failing silently right now. You just don’t know it yet. Here’s what you need to see before it’s too late.
The email came in at 9:47 PM on a Wednesday.
A customer’s support team reported that their AI chatbot had started giving completely wrong answers. Not hallucinating in the obvious “confidently making things up” way. Just… subtly wrong. Answers that sounded reasonable but contained factual errors. Products listed that don’t exist. Pricing that was off by thousands.
The customer had been deploying the chatbot to production for two weeks. For two weeks, these errors were being served to users. For two weeks, nobody noticed because nobody was watching.
Here’s what made it worse: the team had logs. They had basic application logs. They had the timestamps of every API call. They could see that requests came in and responses went out. What they didn’t have was the data that mattered. They couldn’t correlate the subtle errors to changes in prompt structure. They couldn’t see which model version was deployed during which time window. They couldn’t tell if it was the retrieval that broke or the generation or the post-processing logic.