155

Air Canada must honor refund policy invented by airline’s chatbot (arstechnica.com)

submitted 7 months ago by Gaywallet@beehaw.org to c/news@beehaw.org

16 comments fedilink hide all child comments

you are viewing a single comment's thread
view the rest of the comments

[-] intrepid@lemmy.ca 4 points 7 months ago

There are two disturbing tendencies being demonstrated here:

Using useless AI to engage and disperse complaining customers. The AI can't make meaningful solutions to many customer complaints. But companies use it to annoy the customers into giving up, so that they can save the cost of real customer support.
Either blaming the AI or insisting that it's right, when it makes a mistake. AI by nature is biased and unpredictable. But that doesn't stop the companies from saying 'the computer says so'.

These companies need a few high profile hefty penalties as a motivation to avoid such dirty tricks.

[-] RickRussell_CA@beehaw.org 4 points 7 months ago* (last edited 7 months ago)

\3. Asserting that their IT system is a "separate legal entity" and that they are not responsible for the accuracy of the system. They are eating legal loco weed.

this post was submitted on 16 Feb 2024

155 points (100.0% liked)

World News

22022 readers

207 users here now

Breaking news from around the world.

News that is American but has an international facet may also be posted here.

Guidelines for submissions:

Where possible, post the original source of information.
- If there is a paywall, you can use alternative sources or provide an archive.today, 12ft.io, etc. link in the body.
Do not editorialize titles. Preserve the original title when possible; edits for clarity are fine.
Do not post ragebait or shock stories. These will be removed.
Do not post tabloid or blogspam stories. These will be removed.
Social media should be a source of last resort.

These guidelines will be enforced on a know-it-when-I-see-it basis.

For US News, see the US News community.

This community's icon was made by Aaron Schneider, under the CC-BY-NC-SA 4.0 license.

founded 2 years ago

MODERATORS