Air Canada must therefore provide the customer with a discount, which the chatbot informed him about on behalf of the company. A court in the province of British Columbia has now ordered the airline to pay 812 Canadian dollars (CZK 13,210) to a client from Vancouver. The AI had previously, in violation of company rules, promised the customer a partial refund if they purchased a full-price ticket.
At the same time, the chatbot only erred in detail. According to the judgment, the customer asked the company for a discount on a last-minute reservation due to the loss of a loved one – his grandmother died. Such “survivor fares” are offered by several airlines, Air Canada being one of them.
However, Air Canada policy states that such a ticket must be booked prior to departure. Instead, the chatbot advised the customer to first book a ticket at regular price and contact the company for a refund within 90 days.
The arguments did not convince
The man followed the chatbot’s instructions, but Air Canada refused the additional discount. What is particularly interesting is the argument of the airline company, which blamed all responsibility on artificial intelligence. The company claimed, according to the ruling, “that it cannot be held liable for information provided by any of its agents, employees or representatives – including the chatbot.” At the same time, she indicated “that the chatbot is an independent legal entity responsible for its own actions”.
However, the court was not convinced by this argument. “Air Canada should be clear that it is responsible for all information on its website,” the court ruling says, regardless of whether the information comes from a static page or a chatbot.
Many questions remain surrounding the use of artificial intelligence. For example, it is not resolved who takes responsibility if the AI makes a wrong decision.
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2024-02-20 12:48:00
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