The Customer is Always Right
Or that's the idea anyway
🔷 Subscribe to get breakdowns of the most important developments in AI in your inbox every morning.
Here’s today at a glance:
💬 Chat is Law
From the cold wasteland north of the border:
Jake’s grandmother died
Jake tries to book a flight on Air Canada with a bereavement fare
Asks Air Canada chatbot how
Chatbot says, “Go ahead and book a normal fare, then request a refund within 90 days.”
This is not Air Canada’s actual policy, listed on its site, which says “No bereavement refunds after booking.”
Jake’s refund request gets denied, and he gets a $200 coupon offer
He files suit with the small claims tribunal
Air Canada claims “the chatbot is a separate legal entity that is responsible for its own actions“, and therefore Air Canada should not be liable
Tribunal finds Air Canada’s defense ludicrous and finds in favor of Jake
And this from Matt Levine:
The funny thing is that the chatbot ismorehuman than Air Canada. A…
