Air Canada Chatbot Liable for Misinform…
This briefing document outlines a recent case where Air Canada was ordered by a Canadian tribunal to pay damages to a passenger, Jake Moffatt, due to incorrect information provided by the airline’s virtual assistant chatbot. The chatbot misled Mr. Moffatt regarding bereavement fares, leading him to purchase full-price tickets under the false impression he could later claim a discount. The tribunal ruled against Air Canada’s argument that it was not liable for the chatbot’s errors, emphasizing the airline’s responsibility to ensure the accuracy of its digital customer service tools. This case highlights the potential pitfalls and legal ramifications of deploying AI-powered customer service without adequate oversight and accuracy controls.
Source : https://www.theregister.com/2024/02/15/air_canada_chatbot_fine/
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