I find it hard to understand the calculus on Air Canada's side of fighting this. Not a lot of money and really bad press.
Air Canada is responsible for chatbot's mistake: B.C. tribunal
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Re: Air Canada is responsible for chatbot's mistake: B.C. tribunal
#12I find it hard to understand the calculus on Air Canada's side of fighting this. Not a lot of money and really bad press.
Because it probably threatens a whole new customer support system they spent 100x developing / migrating to vs what they spent in lawyers for this case
Re: Air Canada is responsible for chatbot's mistake: B.C. tribunal
#13Yo what was air Canada thinking here... 1 week after the flight, and he even provided the death certificate?
How'd anyone let this go to 'court' (I'm not Canadian, it's a tribunal idk what that is) for $600. And I'm guessing it's Canadian so it's more like $400 US. What kind of point were they trying to prove here.
I legitimately think you could talk amazon support into giving you that over a broken product.
Re: Air Canada is responsible for chatbot's mistake: B.C. tribunal
#14I find it hard to understand the calculus on Air Canada's side of fighting this. Not a lot of money and really bad press.
Because it probably threatens a whole new customer support system they spent 100x developing / migrating to vs what they spent in lawyers for this case
Out of court settlements have no effect on precedent. We would even be here if the manager this got escalated to at some point had just done their job and made an exception.
Re: Air Canada is responsible for chatbot's mistake: B.C. tribunal
#15I find it hard to understand the calculus on Air Canada's side of fighting this. Not a lot of money and really bad press.
If they can be held liable for their shitty software replacing a human then it might not actually be cheaper to replace the human with shitty software.
Re: Air Canada is responsible for chatbot's mistake: B.C. tribunal
#16November 2022.. might have been a pretty weak model or just out of date info.
This to me is a cautionary tale against deploying cheap small LLMs instead of using larger models. I think 7b models are very tempting to many business people who may value profits over just about anything else.
Re: Air Canada is responsible for chatbot's mistake: B.C. tribunal
#17> Air Canada, for its part, argued that it could not be held liable for information provided by the bot. > "In effect, Air Canada suggests the chatbot is a separate legal entity that is responsible for its own actions. This is a remarkable submission. While a chatbot has an interactive component, it is still just a part of Air Canada’s website," Rivers wrote. This could be an article on The Onion. Unfortunately, I su…
Indeed interesting, even in alternative reality if their argument is valid. They still "hired" the chatbot to provide service on their behalf and they are liable for it. Not lawyer, just spark of common sense ?
I don’t think hiring is a good analogy here.
A human at least can bear responsibility. A chatbot cannot. That responsibility has to be absorbed by something. A company should be much more responsible for the actions of programs they run, than people they hire.
Re: Air Canada is responsible for chatbot's mistake: B.C. tribunal
#18Yo what was air Canada thinking here... 1 week after the flight, and he even provided the death certificate? How'd anyone let this go to 'court' (I'm not Canadian, it's a tribunal idk what that is) for $600. And I'm guessing it's Canadian so it's more like $400 US. What kind of point were they trying to prove here. I legitimately think you could talk amazon support into giving you that over a broken product.
Yeah the real story seems to be garbage customer service: by the AI and humans at Air Canada.
Perhaps the bot is implemented perfectly to match the humans it replaced.
Re: Air Canada is responsible for chatbot's mistake: B.C. tribunal
#19So a lawsuit vector exists against AI-enabled lack of care for customers. Would be interesting to see if a cottage industry can open up around prompting inaccurate information from company AI info to reap via lawsuits.
This would be good, actually, right? Better to have the chatbot misfire on somebody not actually depending on it for correct info.
Re: Air Canada is responsible for chatbot's mistake: B.C. tribunal
#20Yo what was air Canada thinking here... 1 week after the flight, and he even provided the death certificate? How'd anyone let this go to 'court' (I'm not Canadian, it's a tribunal idk what that is) for $600. And I'm guessing it's Canadian so it's more like $400 US. What kind of point were they trying to prove here. I legitimately think you could talk amazon support into giving you that over a broken product.
it's a tribunal idk what that is
The Civil Resolution Tribunal is better known as "online small claims court". It's something BC introduced a few years ago to streamline the process.