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A customer gets flagged for fraud. Their account is frozen. They call support.
The support agent checks the system. The AI flagged it. Why?
They escalate to the fraud team. The fraud team checks. The AI flagged it. Why?
They escalate to IT. IT checks the model. The AI flagged it.
Why?
Nobody knows.
This is the black box problem. And it's playing out in banks, insurance companies, healthcare systems, and HR departments right now. AI systems making consequential decisions - freeze this account, deny this claim, reject this applicant, flag this transaction - with no explanation anyone can access or understand.
When it works, nobody asks questions. When it gets it wrong, everyone asks questions nobody can answer.
And "the AI decided" is not an answer regulators, courts, or customers accept.
Here's why this matters beyond the obvious:
When an AI makes an unexplainable decision that harms someone, your organization is liable. We covered this two weeks ago with the Workday case. But liability is just one layer.
The deeper problem is operational. How do you audit a system you can't explain? How do you identify bias in a model whose reasoning is invisible? How do you improve a process when you can't see what's driving the outcomes?
Most organizations deploying AI haven't answered these questions. They evaluated the tool on accuracy and features. Not explainability. Not auditability. Not what happens when the model starts drifting and making different decisions than it did six months ago.
This is an AI governance problem.
And it's exactly the kind of problem AAISM is designed to address.
AAISM - ISACA's Artificial Intelligence Security and Management certification - is one of the first certifications built specifically around AI risk and governance. Not building AI. Not data science. Managing AI securely: how to assess AI tools for risk, build governance frameworks that account for explainability and auditability, and implement controls that work for systems that make decisions humans can't always follow.
It's a newer certification, which means the number of AAISM-certified professionals is still small. That gap won't last long.
We just launched the AAISM MasterClass so you can study at your own pace. Our next AAISM Bootcamp runs July 20-22.
Best,
The DestCert Team
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