In a recent legal ruling against Air Canada in a small claims court, the airline lost because its AI-powered chatbot provided incorrect information about bereavement fares. The chatbot suggested that the passenger could retroactively apply for bereavement fares, despite the airline’s bereavement fares policy contradicting this information. Whoops! Of course, the link to the policy was provided in the chatbot’s response; however, the court found that the airline failed to explain why the passenger should not trust the information provided by the company’s chatbot.
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