It's the Chatbot's Fault

From the article;

“It should be obvious to Air Canada that it is responsible for all the
information on its website. It makes no difference whether the
information comes from a static page or a chatbot.”

I have to think that Air Canada isn't that stupid and someone decided the short term bad media was worth a shot just in case it won. Thank goodness common sense prevailed or this could have been a nightmare ruling for consumers in all industries; "don't blame us, blame the robots."

I assume he had screenshots of the discussion. I do that whenever I am stuck with a chat bot. The irony is that this way he had proof of what he was told. If he had been on the phone with an agent and was told the same thing, he would have had no actual proof, and may not have succeeded in his claim.

Allan, I agree. I'm sure AC's attorneys told the company that there's no real precedent and they should give it a shot, knowing they would probably lose.

It's an interesting argument they made, but without much merit. 😊

I assume he had screenshots of the discussion. I do that whenever I am stuck with a chat bot. The irony is that this way he had proof of what he was told. If he had been on the phone with an agent and was told the same thing, he would have had no actual proof, and may not have succeeded in his claim.

Lola, most, if not all of those calls (and chats) are recorded by the companies. So even if the customer didn't keep a record or screenshot, they're subject to discovery requests in court and would have had to be produced by Air Canada.

Yes, the claimant had a screenshot of the conversation. Here's the original article that I had read. https://www.cbc.ca/news/canada/british-columbia/air-canada-chatbot-lawsuit-1.7116416 amazingly, Air Canada made the argument that it couldn't be held responsible for not only AI, but any of its agents.

All the more reason not to chat with a chat bot. It’s why I don’t do it because they’re absolutely useless.

There must be something in the Terms and Conditions saying that the ChatBot may have outdated information and to verify with Air Canada Customer service before purchasing the bereavement fare. I don't trust the ChatBots and I always call up Customer service before making a purchase even if I complete the transaction online for

There must be something in the Terms and Conditions saying that the ChatBot may have outdated information and to verify with Air Canada Customer service before purchasing the bereavement fare. I don't trust the ChatBots and I always call up Customer service before making a purchase even if I complete the transaction online for

SERIOUSLY? You think that a disclaimer of "we gave you bad information from OUR chatbot" is acceptable? NO!

And for anyone using these on ANY carrier.. screenshot EVERYTHING they do. I had Delta's useless chat feature completely cancel a flight on me. When it said "we have cancelled your flight, can we do anything else for you" I responded WHAT?? Where did you see anything about cancelling? Chat response "Oh I made an error, Thank you for using Delta" and closed the Chat. I screen shot everything called Delta and spent over 2 hours fighting to get my ticket back at the ORIGINAL cost.