Air Canada must honor refund policy invented by airline’s chatbot

Technology@lemmy.world – 231 points – 8 months ago

Air Canada must honor refund policy invented by airline’s chatbot::Air Canada appears to have quietly killed its costly chatbot support.

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"According to Air Canada, Moffatt never should have trusted the chatbot and the airline should not be liable for the chatbot's misleading information because Air Canada essentially argued that "the chatbot is a separate legal entity that is responsible for its own actions," a court order said."

Can you imagine the hellscape we'd be living in if precedent went the other way? Companies could just run every unsavory decision through some machine learning system and then wash their hands of it afterwards.

"Oh you were illegally fired? Sorry, that decision came from the Overmind, not from us."

Bad news: this is already happening: Subcontractors and labor law (not a machine, but separate-legal-entity excuse), "computer error" for fuck-ups, resellers and franchise models (yes, our name is on it, but you did not buy from us, you bought from this entity who is a dude in China or a bot in india, but totally not us)

Good news: publicly traded companies will publicly ask their overlord AI about cost saving strategies. When it says "all of the C-suige execs can be fired, I can do their jobs" the shareholders will say "OFF WITH THEIR HEADS!" and finally the common man and the shareholder will have a common goal.

Yeah, and we really need to clamp down in this bullshit or it will continue to get worse.