Canada's Civil Resolution Tribunal rules that Air Canada must give a passenger a retroactive discount, which was erroneously promised by the airline's chatbot
Air Canada appears to have quietly killed its costly chatbot support — https://arstechnica.com/... Jeffrey P. Bigham / @jbigham@hci.social : open season on “redteaming” these annoying company chatbots for profit! — https://arstechnica.com/... Paulette D. Koronkevich / @koronkebitch@types.pl : haha serves em right https://arstechnica.com/... X: Reid Southen / @rahll : This is wild. Not only is Air Canada being forced to honor a refund invented by its AI chatbot, but they tried to get out of it by claiming the bot is “responsible for its own actions.” Everyone wants AI, but no one wants to be responsible for it. https://arstechnica.com/... [image] Michael Nielsen / @michael_nielsen : Interesting how conventional programming relies on: correctness, predictability, composability, modularity, interpretability, debuggability, traceability. All of those things either fail or radically change with AI models; and yet you get these incredible compensatory abilities.... François Chollet / @fchollet : New sport: convince customer support chatbots to give you outrageous deals, then get those deals enforced. Philipp Koralus / @philippkoralus : Not admitting “blame the chatbot” defenses is crucial if the bot is presented as conducting business. More important than most abstract regulatory questions about AI. Michael Nielsen / @michael_nielsen : Really striking example: someone used a chatbot to buy an Air Canada ticket; it gave wrong information; he sued when he was not given the deal; the airline said “hey, not our fault, blame the chatbot”; the judge said “no way” The details are really interesting:... [image] @_eleanorina : lol “Air Canada's chatbot appears to be disabled. When Ars visited Air Canada's website on Friday, there appeared to be no chatbot support available, suggesting that Air Canada has disabled the chatbot.” Kyle Russell / @kylebrussell : “A good science fiction story should be able to predict not the automobile but the traffic jam.” David Reevely / @davidreevely : Absolutely wild story about Air Canada saying nobody should trust what an Air Canada chatbot tells them about Air Canada: https://vancouversun.com/... @jelenawoehr : Kind of obsessed with Air Canada going with portraying its own chatbot as an incompetent employee they're unable to control as a defense in this lawsuit. https://www.cbc.ca/... James Medlock / @jdcmedlock : Someone get Eli Lilly's chatbot on the line, I have some leading questions about the price of insulin Ellen Roseman / @ellenroseman : “I find Air Canada did not take reasonable care to ensure its chatbot was accurate,” Rivers concluded. Air Canada argued Moffatt could have found the correct information about bereavement rates on another part of the airline's website. Deepa / @kdeep : Air Canada says its chatbot is a separate legal entity and Air Canada cannot be held liable for any misleading info their own chatbot provides to the customer!! I think they misunderstood the ibm quote about accountability and the computer. [image] Chairman Birb Bernanke / @bonecondor : Chatbot hallucinates more accommodative policy, Air Canada claims that as an agent, it's a separate legal entity and they're not responsible for what it says. Absolutely amazing stuff Adrian Morrow / @adrianmorrow : Besides the implications for AI law, this is another reminder that Air Canada remains one of the world's most bafflingly badly-run companies and only survives because the government largely protects it from serious competition LinkedIn: Saurabh Shintre : Security and reliability issues with AI apps are not “sounds interesting but not a priority right now” topics. They have serious implications. … Garrick West : Oops! Looks like companies replacing humans with AI ChatBots only save money if the AI doesn't hallucinate policies that companies can be held liable for: … Hugo Seymour : So, who's responsible when a chatbot says stuff that isn't accurate in a sales context? Here, Air Canada. … Trevor Heselton : What a fantastic case study in how (not) to deploy chatbots by Air Canada: — https://lnkd.in/... … Emil Protalinski : What happens when the AI chatbot that your business deployed costs you money, instead of saving you money? In Canada, your business is up shit creek without a paddle. … Michal Stanislawek : Building dependable conversational interfaces is hard. — Don't let your bots sell cars for $1 or offer non-existing refunds. … David Pugh, PhD : I recently posted about how AI systems should be used to augment people and not replace them. — Soon after that post, there was a great example … Wilhelm Svenselius : This story deserves to be on everyone's radar in light of the ongoing hype and coverage surrounding all things AI. … Forums: Hacker News : Air Canada ordered to pay customer who was misled by airline's chatbot r/behindthebastards : Air Canada must honor refund policy invented by airline's chatbot r/technology : Air Canada ordered to pay customer who was misled by airline's chatbot r/news : Air Canada ordered to pay customer who was misled by airline's chatbot r/france : Air Canada must honor refund policy invented by airline's chatbot r/aviation : Air Canada ordered to pay customer who was misled by airline's chatbot r/law : Air Canada must honor refund policy invented by airline's chatbot r/technology : Air Canada must honor refund policy invented by airline's chatbot r/nottheonion : Air Canada must pay damages after chatbot lies to grieving passenger about discount