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If you’ve ever shipped an AI feature that looked great in testing — only to watch it behave unpredictably in production — you’re not alone. In this episode of IT Visionaries, host Chris Brandt talks with Lawrence Jones, Founding Engineer at incident.io, about the critical gap between AI that demos well and AI that works under pressure. Lawrence shares how his team designs tools that help engineers respond faster, learn from failure, and build systems that don’t crumble when it counts. CHAPTERS / KEY MOMENTS 00:00 - AI Chaos & The Mike Tyson Rule 00:58 - Meet Lawrence Jones of Incident.io 03:14 - From FinTech Outages to Incident Response 06:22 - The Biggest Mistake in Incident Management 09:08 - Training for Chaos: Game Day Simulations 10:31 - Inside the AI SRE System 13:01 - What SRE Really Means 16:23 - From Prototype to Production AI 20:27 - Keeping Up with AI’s Rapid Evolution 22:50 - Understanding Vector Databases & Embeddings 28:34 - The Architecture Problem: Chaining Prompts at Scale 36:11 - Measuring AI Performance & Reliability 44:02 - The Future of SRE Meets AI 52:10 - Lessons from Real Incidents 56:42 - Final Thoughts: Building AI That Works
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