From ChatGPT to Gemini: how AI is rewriting the internet
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At least in Canada, companies are responsible when their customer service chatbots lie to their customer.
A man was booking an Air Canada flight and asked for a reduced rate because of bereavement. The chatbot assured him this was possible — the reduced fare would be a rebate. When he went to submit the rebate, the airline refused to refund him.
In February of 2023, Moffatt sent the airline a screenshot of his conversation with the chatbot and received a response in which Air Canada “admitted the chatbot had provided ‘misleading words.’”
He took the airline to court and won.
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