NEWARK, NJ – DECEMBER 2: A passenger looks out the window as an Air Canada airplane takes off from … [+]
In a warning to global carriers adopting AI for customer service platforms, Air Canada lost a small claims court case against a grieving passenger when it tried and failed to disavow its AI-powered chatbot.
The passenger claimed to have been misled on the airlineâs rules for bereavement fares when the chatbot hallucinated an answer inconsistent with airline policy. The Tribunal in Canadaâs small claims court found the passenger was right and awarded them $812.02 in damages and court fees.
Following the death of their grandmother, the passenger used Air Canadaâs chatbot on the website to research flights which suggested the passenger could apply for bereavement fares retroactively. The passenger captured a screenshot of the…
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