An Airline's AI Chatbot Lied. The Airline Had to Pay.

An airline's website chatbot told a grieving customer he could claim a bereavement discount after travel. That wasn't true. When it went to a tribunal, the airline argued the chatbot was a separate legal entity responsible for its own actions. The tribunal disagreed.

Here's the real case (Moffatt v. Air Canada, 2024), explained simply for everyone, with today's lesson for every business using AI.

TODAY'S LESSON: Your AI speaks for you. 1. Feed your chatbot your real policies, and only those. 2. Test it with tricky questions before customers do. 3. For money, refunds or legal matters, hand over to a person.

Want a chatbot that helps your business instead of costing it Message me: hemantinsights.com/contact?type=project

Dramatised true story. Characters and chat screens are illustrations.

Sources: Global News: globalnews.ca/news/10297307/air-canada-chatbot-error-bc-ruling/ Mondaq: mondaq.com/canada/new-technology/1437546/moffatt-v-air-canada-bot-betrayal-and-negligent-misrepresentation

Narration: Kokoro TTS (Apache-2.0). 3D animation, music and sound: original.