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
#2I'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.
Re: Air Canada Has to Honor a Refund Policy Its Chatbot Made Up
#3Dupe https://news.ycombinator.com/item?id=39378235 (400+ comments)
Re: Air Canada Has to Honor a Refund Policy Its Chatbot Made Up
#4> "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 experience are accurate and which aren't.
Re: Air Canada Has to Honor a Refund Policy Its Chatbot Made Up
#5In 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.
Re: Air Canada Has to Honor a Refund Policy Its Chatbot Made Up
#6[dead]
Re: Air Canada Has to Honor a Refund Policy Its Chatbot Made Up
#7In 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.
> That didn't work
It worked in the British Post Office Scandal: https://en.m.wikipedia.org/wiki/British_Post_Office_scandal
Re: Air Canada Has to Honor a Refund Policy Its Chatbot Made Up
#8In 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.
> That didn't work It worked in the British Post Office Scandal: https://en.m.wikipedia.org/wiki/British_Post_Office_scandal
Since it's a scandal, it worked until it didn't.
And AFAICT "the computer did it" wasn't the argument, it was "the computer did it so it must be correct because the experts said so".
Re: Air Canada Has to Honor a Refund Policy Its Chatbot Made Up
#9In 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.
> That didn't work It worked in the British Post Office Scandal: https://en.m.wikipedia.org/wiki/British_Post_Office_scandal
The fallout from this isn't done yet.
Re: Air Canada Has to Honor a Refund Policy Its Chatbot Made Up
#10In 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.
> That didn't work It worked in the British Post Office Scandal: https://en.m.wikipedia.org/wiki/British_Post_Office_scandal
I think this is a very different kind of thing. IIUC:
With Air Canada, the question is whether or not a chat bot can be treated as a company representative that makes binding commitments.
With the British Post Office, the issue is whether or not a software system is inscrutable during legal proceedings.