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

submitted 9 months ago by Gaywallet@beehaw.org to c/news@beehaw.org

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[–] intrepid@lemmy.ca 4 points 9 months ago (1 children)

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 9 months ago* (last edited 9 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.