This is why you link the source content from the RAG pipeline instead of pretending the bot knows everything.
Air Canada Has to Honor a Refund Policy Its Chatbot Made Up
21–30 of 158 posts
Re: Air Canada Has to Honor a Refund Policy Its Chatbot Made Up
#22> "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.
> 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 fucked.
Pretty standard behavior for big companies. Airlines and telcos are the utter worst... you have agent A on the phone on Monday, who promises X to be done by Wednesday. Thursday, you call again, get agent B, who says he doesn't see anything, not even a call log, from you, but of course he apologizes and it will be done by Friday. (Experienced customers of telcos will know that the drama will unfold that way for months... until you're fed up and involve lawyers)
Re: Air Canada Has to Honor a Refund Policy Its Chatbot Made Up
#23I 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?
The "reasonable" middle ground is that chatbots should not be used unless and until their answers are reliable.
Re: Air Canada Has to Honor a Refund Policy Its Chatbot Made Up
#24Dupe https://news.ycombinator.com/item?id=39378235 (400+ comments)
Re: Air Canada Has to Honor a Refund Policy Its Chatbot Made Up
#25Reminds me of https://www.moralmachine.net/
Re: Air Canada Has to Honor a Refund Policy Its Chatbot Made Up
#26I 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?
>> "... turn the chat bot off entirely"
This sounds like an ideal outcome!
Re: Air Canada Has to Honor a Refund Policy Its Chatbot Made Up
#27I 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?
If the company is not confident with the output of the chatbot or the liability then they should turn it off. All business decisions are based on assessing risk. Ultimately either insurance will need to step in or the company is willing to take the hit for mistakes their system makes because it saves them more money. This is how fraud protection it assessed with banks, credit cards etc. as well.
Re: Air Canada Has to Honor a Refund Policy Its Chatbot Made Up
#28I'm glad to see that cases are starting to be decided about the liability of using AI generated content. This is something the general public should not need to second-guess.
Honestly LLMs aren’t ready for customer service. If I’m talking to a company I need to have a high degree of accuracy. LLMs are less accurate than trained humans.
Re: Air Canada Has to Honor a Refund Policy Its Chatbot Made Up
#29Earlier quoted context omitted.
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.
> 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 fucked. Pretty standard behavior for big companies. Airlines and telcos are the utter worst ... you have agent A on the phone on Monday, who promises X to be done by Wednesday. Thursday, you call again, get agent B, who says he doesn't see anything, not ev…
I bet if we removed the requirement to get a lawyer and file a lawsuit that those behaviors would vanish real quick, if all you had to do as the wronged consumer was report to an authority that Company X is doing business dishonestly.
Re: Air Canada Has to Honor a Refund Policy Its Chatbot Made Up
#30Why 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-...
Both sites are owned by Conde Nast