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This is my favorite AI customer service story: https://arstechnica.com/tech-policy/2024/02/air-canada-must-honor-refund-policy-invented-by-airlines-chatbot/ ht
by criddell 2mo ago
This is my favorite AI customer service story:
https://arstechnica.com/tech-policy/2024/02/air-canada-must-honor-refund-policy-invented-by-airlines-chatbot/ https://arstechnica.com/tech-policy/2024/02/air-canada-must-...
> Air Canada essentially argued that “the chatbot is a separate legal entity that is responsible for its own actions”
- impendia 2mo agoLOL, pleased to read that Air Canada got smacked down. Yeah, if I'm calling or chatting with a company, I expect them to stand by whatever commitments they make, and I will judge them harshly if they don't. This is true whether an AI or a human is speaking on the company's behalf.
- uncertainrhymes 2mo agoThat event happened in 2022. It keeps being tagged as "AI" when it was nothing more than a dumb front end for a document search. Yes, it still screwed up. And yes, Air Canada tried to weasel out of it, but even though it was a chatbot it had no LLM behind it.
- criddell 2mo agoIt may not have been an LLM (nobody said it was) but it was definitely more than just a document search. AI systems were in use for decades before LLMs rolled around.