{"id":34245,"date":"2026-08-24T12:00:00","date_gmt":"2026-08-24T10:00:00","guid":{"rendered":"https:\/\/salvadorvilalta.com\/internal-ai-and-external-ai-almost-everyone-has-them-backwards\/"},"modified":"2026-08-24T14:30:03","modified_gmt":"2026-08-24T12:30:03","slug":"internal-ai-and-external-ai-almost-everyone-has-them-backwards","status":"publish","type":"post","link":"https:\/\/salvadorvilalta.com\/en\/internal-ai-and-external-ai-almost-everyone-has-them-backwards\/","title":{"rendered":"Internal AI and External AI: Almost Everyone Has Them Backwards"},"content":{"rendered":"\t\t
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It\u2019s a fact that companies are going all out with AI. But they\u2019re especially eager to use it for customer-facing applications and are taking a very cautious approach to its use behind the scenes. I honestly think this should be handled exactly the other way around.<\/p>

Usually, they start with the website chatbot, the phone support agent, and the agent who answers customer emails. And the internal systems\u2014the ones employees themselves would use every day\u2014are put off until later because \u201cthey don\u2019t look impressive.\u201d No one brings up in a committee meeting that their staff now writes reports in half the time; instead, they showcase the bot that talks to customers and appears in the photo.<\/p>

The problem is that you’re choosing the option where a mistake is costly and putting off the one where a mistake is much more manageable.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Two different AIs working at the same company<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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It\u2019s important to make a distinction here, because we tend to lump everything together, and they\u2019re not the same thing. On the one hand, there\u2019s AI for internal use: the assistant that helps your team write, summarize a two-hour meeting, prepare an analysis, or understand a contract.
Here, there\u2019s always a person reviewing the results before they\u2019re released anywhere. If it makes a mistake, someone catches it. If it invents a data point, someone spots it. The error is reversible and inexpensive, and on top of that, every correction teaches the person something about where the tool is falling short.<\/p>

On the other hand, there\u2019s AI for external use: the kind that talks to your customer, interacts with your systems, and carries out tasks without anyone watching. And here we\u2019re no longer talking about assistants, but about agents<\/strong>\u2014which is something entirely different. An assistant makes suggestions; an agent decides what to do next and does it.<\/p>

The difference isn\u2019t one of vocabulary, but of cost and risk. Deploying an agent where automation would have sufficed comes at a double cost: on the bill and in the form of surprises.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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And as soon as you have two, they start calling each other<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Let’s focus on this now because we’re going to see how complicated everything really gets.<\/p>

A single agent is manageable. You know what they do, what permissions they have, and who to ask if something goes wrong, but the thing is, no one sticks to just one role: you set up the agent who handles email, and once that\u2019s working, you set up the one who qualifies leads. And this is where things get complicated\u2026 since the second agent needs data that the first one has, you connect them. And suddenly, you have three agents talking to each other, and there\u2019s no longer a single person in the company capable of sketching out on a napkin what happens when an email comes in.<\/p>

That’s where the problems arise and really mess things up\u2014believe me, I’m speaking from experience.<\/p>

One of them is the issue of inherited permissions<\/b>. This happens when one agent calls another, and the second one runs with the first agent\u2019s permissions\u2014or vice versa\u2014or with its own permissions that no one remembers granting. No one decided that; it just happened as a result of stringing together pieces that made sense separately but, when combined, are a mess.<\/p>

Another issue is traceability.<\/b> When something goes wrong and three agents were involved, who was responsible? If none of them keeps a record of what they did and why, the honest answer is \u201cwe don\u2019t know,\u201d and this in itself poses a huge auditing problem.<\/p>

And the third one\u2014the quietest one\u2014 is money<\/b>. One agent calls another, who calls yet another\u2014and it becomes a loop if no one steps in to correct it (I recently told you about the danger this poses). Ultimately, this translates into money wasted for no reason, and it eventually becomes a business problem and a cost overrun that\u2019s discovered at the end of the month.<\/p>

But I need to make this very clear: starting to build agents without any governance between them is madness that ends up costing you headaches and money.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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What Happened to Me One Saturday<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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And I’m not just saying this because I heard it from someone else. Do you remember when I told you about that Saturday when one of my agents made a decision on his own<\/u><\/a>? A scheduled task meant to remind me to follow up on an issue woke up on its own and started running a migration against the production database. Nothing was lost (I was actually lucky and had a backup), but it was the kind of scare you never forget.<\/p>\n

But what mattered wasn’t the technical glitch it was realizing that I didn’t know I had a task capable of doing that. I was in my own home, with my own agents, which I had set up myself. Imagine what could happen at a company with two hundred employees where each department has set up its own system on its own. It could be a real nightmare.<\/p>\n

From these experiences, a rule emerged that is now non-negotiable in my home: no agent may access production materials without explicit,<\/b> immediate authorization<\/b> from a person identified by their first and last name.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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\"Governance cannot be delegated\"<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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I recently told you about a conversation I had at MIT with Paul McDonagh-Smith<\/u><\/a> , and there was something he said that strikes me as overwhelmingly logical: \u201cGovernance and accountability cannot be delegated.\u201d<\/em><\/strong><\/p>

Paul added an image that really stuck with me: \u201cAutonomy isn\u2019t a switch; it\u2019s a dial<\/strong>. You don\u2019t turn it on or off you adjust it.\u201d<\/strong> And here\u2019s what I find most useful of all: when you turn up the autonomy dial, governance doesn\u2019t increase proportionally it multiplies<\/strong>. An agent with the dial set to 30% is a configuration; the same agent at 90% is a matter for the board of directors.<\/p>

That aligns with what we\u2019re seeing with the European AI Regulation, which has been mandatory regarding transparency since August 2. But don\u2019t just focus on the fines read it for the parts that save you money. Because the questions an auditor asks are exactly the same ones you should be asking yourselves before turning anything on. Who can stop this? What happens when the permission check fails, allows access, or blocks it? Where is it specified what this agent can and cannot do?<\/p>

If you don’t have those three answers, you don’t have a system\u2014you have an experiment in production.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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So, where do you start?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Let’s get down to business<\/p>

I\u2019d start with internal training, not just because it\u2019s inexpensive it\u2019s also what teaches your people how to work with this system<\/strong>. Six months of an intern put to good use, and you\u2019ll have a team that knows when the system is making things up a team that\u2019s developed a knack for spotting it. Those are the people who\u2019ll later be able to review what a customer-facing agent is doing.<\/p>

If you start on the outside, you\u2019re asking a team with no prior experience to oversee the very system that\u2019s the most dangerous. It\u2019s like learning to drive right on the highway.<\/p>

Next, before setting up any agent-based processes, clearly distinguish between what an agent actually needs to do and what can be handled by automation. Extracting data from an invoice isn\u2019t an agent; it\u2019s a classifier: it doesn\u2019t make any decisions\u2014it always does the same thing. It\u2019s much cheaper, more reliable, and easier to manage\u2014and above all, you should ask yourselves this question: Does this part of the process decide what to do next? If the answer is no, it\u2019s not an agent, so don\u2019t use it.<\/p>

And finally, if you\u2019re going to have more than one, write down the rules before there are two. Who can call whom, with what permissions, what gets logged, how much each person can spend per month, and who has the red button. It\u2019s just two pages\u2014not a project\u2014and writing them after you already have six agents up and running costs ten times as much. I\u2019m telling you this from my own recent experience.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Source: Google Cloud Next 25 Event<\/figcaption>\n\t\t\t\t\t\t\t\t\t\t<\/figure>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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My thoughts on this matter<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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I believe that the order most companies are following is exactly the opposite of what\u2019s best, and that the reason isn\u2019t technical but rather for appearances\u2019 sake. What\u2019s on the outside is visible, what\u2019s on the inside isn\u2019t, and since everyone is watching what their neighbor is doing, everyone just jumps on the bandwagon…<\/p>

My advice\u2014and I\u2019m going out on a limb here\u2014is to make plenty of noise internally and keep it quiet externally until you have the guidelines written down. No one has ever lost a customer by taking three more months to launch a chatbot. Customers are lost when the chatbot promises a discount that doesn\u2019t exist or when an agent sends an email with someone else\u2019s information.<\/p>

And keep in mind, I\u2019m not saying you shouldn\u2019t set up customer-facing agents\u2014what I\u2019m saying is that the order matters much more than it seems, and that the boring part (who responds, who stops the process, who pays) needs to be done sooner rather than later, because once it\u2019s put off, it never gets done.<\/p>

And in your case, could you tell me how many AI-powered automations you have up and running in your company, and who set them up?<\/p>

Leave your comments below\u2014I\u2019d love to hear from you.<\/p>

Have a fantastic week!<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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It\u2019s a fact that companies are going all out with AI. But they\u2019re especially eager to use it for customer-facing applications and are taking a very cautious approach to its…<\/p>\n","protected":false},"author":2,"featured_media":34235,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[90,7,240,211],"tags":[],"class_list":["post-34245","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cx","category-herramientas","category-ia","category-reflexiones"],"yoast_head":"\nInternal AI and External AI: Almost Everyone Has Them Backwards - Salvador Vilalta<\/title>\n<meta name=\"description\" content=\"Internal AI and External AI: Almost everyone gets them mixed up. 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