Air Canada must pay damages after chatbot lies to grieving passenger about discount – Airline tried arguing virtual assistant was solely responsible for its own actions
Air Canada must pay damages after chatbot lies to grieving passenger about discount – Airline tried arguing virtual assistant was solely responsible for its own actions

Air Canada must pay after chatbot lies to grieving passenger

This was already budgeted for when they decided to use a chatbot instead of paying employees to do that job.
Trying to blame the bot is just lame.
Corporate IT here. You're assuming they're smart enough to budget for this. They aren't. They never are. Things are rarely if never implemented with any thought put into any other scenario that isn't happy path.
As a corporate IT person also. Hello.
But we do put thought into what can go wrong. But no we don't budget for it, and as far as we are concerned 99% success rate is 100% correct 100% of the time. Nevermind 7 billion transactions per year multiplied by 99% is a fuck ton of failure.