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::Airline tried arguing virtual assistant was solely responsible for its own actions
Shame on Air Canada for even fighting it.
I’m glad for this ruling. We need to set a legal precedent that chatbots act on behalf of the company. And if businesses try to claim that chatbots sometimes make mistakes then too bad - so do human agents, and when this happens in this customer’s favour it needs to be honoured.
Companies want to use AI to supplement and replace human agents, but without any of the legal consequences of real people. We cannot let them have their cake and eat it at the same time.
If it was a human agent, surely they would still liable?
They’re an agent of the company. They’re acting on behalf of the company, in accordance to their policy and procedures. It then becomes a training issue if they were providing incorrect information?
Yes, if it was a human agent they would certainly be liable for the mistake, and the law very much already recognises that.
That’s my whole point here; the company should be equally liable for the behaviour of an AI agent as they are for the behaviour of a human agent when it gives plausible but wrong information.
I kinda agree with this. If companies are going to replace human support (phone, chat or in person) with an LLM to save costs, then they should live with the consequences.
Motherfuckers tried to get away from responsibility for their own systems?
Air Canada, disgusting.
“Our Air Canada flight attendant punched you in the face for no reason, then our CEO kicked you in the nuts? Not our fault. They’re independent agents.”
In effect, Air Canada suggests the chatbot is a separate legal entity that is responsible for its own actions
This is some corporations are people bs they are trying to get away with. This wasn’t about greed over a couple hundred bucks, it’s about precedent and boy were they trying to set a harmful one for the consumer in ANY industry that utilizes AI with customer support, perhaps other applications as well.
So not only are they making the user experience way, way worse, they are trying to cut all costs and shovel them off onto us. I don’t remember where I read it, probably here a couple weeks ago, but I read and article stating how companies use the internet backwards. Instead of the internet being a tool for its customers, companies use it as a tool to protect themselves from the customers. We are filtered through purposefully aggravating automated call systems, or put through Chatbots as a measure to simplify us.
Is anyone down for a fucking Revolution against this insanely backwards concept of modern life? I am.
That sounds fascinating, if you come across it again please send the link my way!
I’ve been trying tofind it since your comment and I just can’t place where I came across it! It was an opinion piece on some low rent looking leftist blog, so it’s hard to search for. I will keep looking though, because I’d like to find it again and I’ll share it when I do.
