How Two Giants Killed AI Pilot Sprawl

MassMutual and Mass General Brigham shared how they moved AI from ungoverned pilot mode into full production at a recent VentureBeat event. The key: defining clear metrics upfront and building strong feedback loops. MassMutual's results speak for themselves — 30% developer productivity gains, IT help desk resolution times slashed from 11 minutes to one, and customer service calls cut from 15 minutes to just one or two. The 175-year-old insurer credits its discipline to always asking why a problem matters and how success will be measured.