I don't really understand why generative LLM output is being presented to (and interpreted by) users as intelligence. This seems incredibly disingenuous, and I would prefer to see it characterized as as fiction, creative, realism, etc. -- words that make it clear to average people that while this might be entertaining and even mimicking reality, it's completely distinct from the writing of a person. Disclaimers (often small, low contrast, or "ToS;DR"-esque) are insufficient when the UI is specifically crafted to appear like chatting with a person.
Air Canada Has to Honor a Refund Policy Its Chatbot Made Up
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Re: Air Canada Has to Honor a Refund Policy Its Chatbot Made Up
#12In early days of computerization, companies tried to dodge liability due to "computer errors". That didn't work, and I hope the "It was the AI, not us" never gets allowed either.
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Re: Air Canada Has to Honor a Refund Policy Its Chatbot Made Up
#13I hope there can be some reasonable middle ground. I think in this case it's good the woman got her money. But Air Canada, presumably scared of what the next case might cost them decided to turn the chat bot off entirely. I think that's a bit unfortunate.
I don't know what the solution looks like. Maybe some combination of courts only upholding "reasonable" claims by AI. And then insurance to cover the gaps?
Re: Air Canada Has to Honor a Refund Policy Its Chatbot Made Up
#14hahahahaha
Re: Air Canada Has to Honor a Refund Policy Its Chatbot Made Up
#15> "Air Canada argues it cannot be held liable for information provided by one of its agents, servants, or representatives—including a chatbot," Rivers wrote. "It does not explain why it believes that is the case" or "why the webpage titled 'Bereavement travel' was inherently more trustworthy than its chatbot." This is very reasonable-- AI or not, companies can't expect consumers to know which parts of their digital e…
Forget about digital experiences for a moment. Forget entirely about chatbots.
> Air Canada argues it cannot be held liable for information provided by one of its agents, servants, or representatives
That includes EMPLOYEES. So they tried to argue that their employees can lie to your face to get you to buy a ticket under false pretense and then refuse to honor the promised terms? That's absolutely fucked.
Re: Air Canada Has to Honor a Refund Policy Its Chatbot Made Up
#16> "Air Canada argues it cannot be held liable for information provided by one of its agents, servants, or representatives—including a chatbot," Rivers wrote. "It does not explain why it believes that is the case" or "why the webpage titled 'Bereavement travel' was inherently more trustworthy than its chatbot." This is very reasonable-- AI or not, companies can't expect consumers to know which parts of their digital e…
This is especially true since, as it comes to refund policies, businesses make it exceedingly difficult to sort through the information.
It’s not the consumers fault that the AI hallucinated a result (as they are known to do with high frequency).
Re: Air Canada Has to Honor a Refund Policy Its Chatbot Made Up
#17Why are we posting this when it's just rephrasing an Ars Technica article? It's even mentionned at the bottom:
"This story originally appeared on Ars Technica."
Give the clicks to the original article:
https://arstechnica.com/tech-policy/2024/02/air-canada-must-...
Re: Air Canada Has to Honor a Refund Policy Its Chatbot Made Up
#18[deleted]
Re: Air Canada Has to Honor a Refund Policy Its Chatbot Made Up
#19> "Air Canada argues it cannot be held liable for information provided by one of its agents, servants, or representatives—including a chatbot," Rivers wrote. "It does not explain why it believes that is the case" or "why the webpage titled 'Bereavement travel' was inherently more trustworthy than its chatbot." This is very reasonable-- AI or not, companies can't expect consumers to know which parts of their digital e…
Forget about digital experiences for a moment. Forget entirely about chatbots. > Air Canada argues it cannot be held liable for information provided by one of its agents, servants, or representatives That includes EMPLOYEES. So they tried to argue that their employees can lie to your face to get you to buy a ticket under false pretense and then refuse to honor the promised terms? That's absolutely fucked.
Fortunately, in this case, the consumer had enough proof of what happened and the court rightly told Air Canada to get fucked with that argument.
Re: Air Canada Has to Honor a Refund Policy Its Chatbot Made Up
#20Good. If you use a tool that does not give the correct answers you should be held liable for the mistake. The takeaway is, you better vet your tool. If the amount of money you loses from mistakes with the tool is less than the money you saved using it then you make money, if not, you may want to reconsider that cost saving measure.