
Episode #26
Su Belagodu and The Human in the Loop
Six legs on the pantomime horse again — and this time we had to explain what a pantomime horse actually is. Su Belagodu joins us from Winchester, Massachusetts (yes, we compared notes on the other Winchester), introduced by our previous guest Nicole Alos. Her first question after the explanation: "Are you the head or the back?" Kieron's answer: Neil's very firmly in the front. He's at the back, but driving. Su started in computer science until a manager told her she asked too many questions and wasn't a very good coder, so she should go into product. For Su that was a blessing in disguise. She's led healthcare startups, co-founded an AI-native company in 2024 when she didn't yet know what "agentic" meant, and now advises companies on the thing everyone gets wrong. The warm body problem. Everyone knows you need a human in the loop. So organisations drop a programme manager at the end of a workflow, tell them to approve things, and call it governance. Su's research, built on 40-plus interviews into a Human in the Loop Maturity Model, found what actually happens. After the first 20 or 30 approvals, confidence in the AI rises, fatigue sets in, and people start rubber-stamping. One human at the end of a workflow isn't oversight. It's poor design. Trust, quantified. Accountability × transparency × accuracy. Accountability means someone answerable who can actually change things. And the answer can never be "it was the AI." Perhaps her most incisive line in the chat was that enterprises aren't buying AI, they're buying confidence that AI won't add risk. That's why they don't adopt. Not cost. Not scepticism. Risk appetite. One-way doors and two-way doors. Taco Bell's AI took an order for "lots of water" and added 99 bottles. Annoying, reversible. Get a gas boiler enquiry wrong and it could have life-changing consequences. Design the checkpoints around which door you're walking through. Su also talked about pathology study where humans scored 97%, AI scored 98%, and the two together hit 99.8%. That's co-intelligence in one number. Safeguarding is a big topic for us and today Su explains why she tells her sixth-grader's AI class don't humanise it. Alexa and Siri trained us into blind trust, and no chatbot should replace a teacher or a counsellor. Management agents that supervise swarms of other agents (a callback to Kieron's son and his arguing bots). And Su turns the tables at the end to ask what AI adoption actually looks like in the UK, which gets us into the sovereign LLM problem, the Azure Foundry queue where Sweden gets everything first, and Kieron's line that deploying Copilot as your AI strategy is like handing everyone Excel and calling it data analytics. We've promised her a return at Christmas. In an actual pantomime horse outfit. She says she'll hold us to it. Two mates and a third stool with a new friend on. A bar. And all they want to talk about is AI. Pull up a stool — we'll get the beers in.



