The case I know of a company wanting to get the “efficiency” of using chatbots instead of people but not the responsibility of one, is Air Canada. They were held responsible in that case of their AI agent’s policy hallucinations. Though the customer had to go through many hoops to get to that point and probably others were affected without due recourse.
The British Columbia Civil Resolution Tribunal rejected that argument, ruling that Air Canada had to pay Moffatt $812.02 (£642.64) in damages and tribunal fees. “It should be obvious to Air Canada that it is responsible for all the information on its website,” read tribunal member Christopher Rivers’ written response.
What a brass neck on them - shocking they couldn’t see it and decide to settle quietly instead.
The case I know of a company wanting to get the “efficiency” of using chatbots instead of people but not the responsibility of one, is Air Canada. They were held responsible in that case of their AI agent’s policy hallucinations. Though the customer had to go through many hoops to get to that point and probably others were affected without due recourse.
What a brass neck on them - shocking they couldn’t see it and decide to settle quietly instead.
Best thing I’ve read all day, cheers :)