Air Canada's AI Chatbot Fail: Customer Misled into Believing Refund was Possible After Bereavement

Air Canada Just Messed up to reduce customer service costs, Air Canada have introduced an AI chatbot. Recently, this chatbot gave erroneous information to a bereaved customer who wanted to get a refund. This customer was told they could get a refund after the death of their grandmother. However, when they went to get their refund, Air Canada told the bereaved customer that no, this was not their policy and that the AI chatbot had told them something incorrect. Air Canada went further and said that the customer should have looked on the website and not believed what the chatbot said. This customer took them to court and has won. Interestingly, Air Canada have used the argument that the AI Chatbot should be held responsible. They're basically claiming it has some form of sentience and has its own responsibility for the error. To compound this mess up, Air Canada have also gone ahead and shut down their chatbot. What they should have done is use this as a learning experience and taught the AI that this is a case where it cannot give discounts. Instead, it's error upon error.