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Because if they win this, they get to keep the good and ignore the bad. They get to automate a large chunk of their customer service and when the chatbot does
by bena 3y ago
Because if they win this, they get to keep the good and ignore the bad.
They get to automate a large chunk of their customer service and when the chatbot does something really stupid they can tap on the sign that says "We're not legally bound by our chatbot"
- kazinator 3y agoBut anything output by your chatbot is no different from something you put onto a billboard, or into a flyer or any other communication. The idea that a discount offered by a chatbot is not valid in the same way as one written on a coupon is nonsensical. Maybe they were thinking, if we spend a bit more money on lawyers, we can try this crapshoot.
- bena 3y agoYes, that's what the ruling essentially said. However, that's not what Air Canada wanted. And I'm not saying they should have won either. Just that, that's what they wanted. Because if they can ignore the output of the chatbot when they want to, they can gut their customer service department.