Chatbot Misled Customer, Company Still Liable
by Artie Kaye
Air Canada had a chatbot on their website to help with customer service. The bot informed one customer that certain flight discounts could be collected within a set time period, when in fact no such policy existed for the company. Air Canada refused to honor the claim, and they were taken to court. A tribunal oversaw the small claims hearing and sided with the plaintiff, providing this reason: It doesn’t matter if it is a bot telling the user the information, it is still acting as a representative of the company.
Air Canada’s chatbot appears to remain completely disabled at the time of this writing.
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