Tech News Summary:
- A civil court ruled that Air Canada must refund a customer who received incorrect information from an AI chatbot on the company’s website.
- The chatbot tricked the customer into booking a flight and requesting a refund, contrary to the company’s bereavement travel policy.
- A member of the tribunal stated that it should be obvious to Air Canada that it is responsible for all information contained on its website, regardless of whether it comes from a static page or a chatbot.
In a controversial move, Air Canada has announced that its new AI chatbot will now be enforcing the airline’s strict refund policy, sparking outrage among customers.
The chatbot, which was designed to handle customer inquiries and complaints, will now be programmed to automatically reject refund requests that do not meet the airline’s criteria.
This decision has sparked controversy among passengers who feel that the chatbot’s implementation is unfair and impersonal. Many have taken to social media to express their frustration, with some claiming that they were entitled to a refund but were denied by the chatbot.
In response to the backlash, Air Canada has defended its decision, stating that the AI chatbot is simply enforcing the airline’s existing refund policy in a consistent and efficient manner.
However, critics argue that the chatbot lacks the ability to consider individual circumstances and may be rejecting valid refund requests without proper review.
The controversy comes at a time when airlines are facing increased scrutiny over their refund policies, as many customers continue to seek reimbursement for flights that were cancelled or disrupted due to the COVID-19 pandemic.
As the debate over Air Canada’s AI chatbot continues to unfold, it remains to be seen how the airline will address the concerns of its customers and whether any changes will be made to its refund policy enforcement.