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Then you get situations like this one where the AI invented a non existent policy (which the airline did not want to honor) https://arstechnica.com/tech-policy

• shawnz 2y ago
  There's a non-zero chance that real humans working as customer service agents will invent facts, too (whether to try and be helpful about something they're not completely sure, or just to get a problematic customer to leave them alone)
  • 0cf8612b2e1e 2y ago
    Humans get things wrong, but are less likely to generate novel facts.