At least in Canada, companies are responsible when their customer service chatbots lie to their customer.
A man was booking an Air Canada flight and asked for a reduced rate because of bereavement. The chatbot assured him this was possible — the reduced fare would be a rebate. When he went to submit the rebate, the airline refused to refund him.
In February of 2023, Moffatt sent the airline a screenshot of his conversation with the chatbot and received a response in which Air Canada “admitted the chatbot had provided ‘misleading words.’”
He took the airline to court and won.
ncG1vNJzZmivp6x7tbTEr5yrn5VjsLC5jmtna2xfZ3xygo5ra2lvZG2EeXvArWSlnZGowW61zWaamqaRma5ur86mp5qmmZrAbq3RnmSrnaOlvK%2B%2FyJujnmWnnbKvedOhnKKqXZjCtMDOppyrZaOav7e1wp5knKCRqa%2BwwNJmo6KdXam8bsDHnqCrZZOqwLW7