On: Air Canada is responsible for chatbot's mistake: B...

[canadiantim]

but humans aren't 100% either... seems ridiculous to demand 100% from any implementation

[dukeyukey → canadiantim]

If a human customer support person told me something and I made purchases based on that, and it turned out they lied, yeah I'd want recompense for that as well. You're allowed to be wrong (AI or human), you just have to face consequences for it.

[jorisboris → dukeyukey]

I had that once with an airline, customer rep made promises and afterwards they refused

Coincidentally the audio recording of the conversation was apparently deleted …

[Retric → canadiantim]

A company is partially bound by their representatives actions, so humans can hit 100% despite making mistakes.

This is simply applying the exact same standards to a chat bot.

[ihattendorf → canadiantim]

Maybe don't demand 100%, but instead responsibility for incorrect information.

[ssnistfajen → canadiantim]

If a human employee makes mistakes, the company will claim responsibility and in turn reprimand the human employee instead of claiming the human employee is its own "separate legal entity".