Air Canada recently found itself in a legal bind when a passenger, Jake Moffatt, sued the airline after receiving bad advice from their chatbot. Moffatt had booked a flight with the airline following the death of his grandmother in November 2022. The chatbot on Air Canada’s website suggested he could apply for a discounted bereavement fare despite already booking a flight at a regular price. However, this turned out to be against the airline’s policy, leading Moffatt to seek a reimbursement through small claims court in British Columbia.
In response, Air Canada argued that they could not be held liable for false information provided by the chatbot. The airline’s bereavement fare webpage explicitly states that the policy does not apply after travel has already been completed. Despite this, the chatbot linked to the same webpage in its answers, causing confusion for Moffatt.
This incident raises concerns about the reliability of chatbots and the responsibility that companies have when implementing such technology. Many travel companies have been utilizing chatbots powered by generative AI, which has been shown to occasionally produce errors and become “confused.”
The judge ruled in favor of Moffatt, stating that Air Canada had not taken reasonable care to ensure the accuracy of its chatbot. The airline was ordered to pay Moffatt $812 as a result. The judge rejected Air Canada’s argument that the chatbot is a separate legal entity, clarifying that the airline is responsible for all information on its website, regardless of whether it comes from a static page or a chatbot.
This case serves as a reminder for companies to exercise caution when experimenting with new and potentially unreliable technologies like chatbots. While they may have their benefits, it is crucial to ensure that such tools are well-maintained and regularly monitored to avoid unintentional misinformation and legal consequences.
Air Canada has not yet responded to inquiries regarding their reaction to the ruling.
Frequently Asked Questions:
1. What happened in the legal case involving Air Canada and Jake Moffatt?
– Jake Moffatt sued Air Canada after receiving bad advice from their chatbot, alleging that he was misled regarding the availability of a discounted fare. He had already booked a regular-priced flight but was suggested by the chatbot to apply for a bereavement fare. Moffatt sought reimbursement through small claims court in British Columbia.
2. What was Air Canada’s defense in the lawsuit?
– Air Canada argued that they should not be held liable for false information provided by the chatbot. They pointed out that their bereavement fare policy explicitly states that it does not apply after travel has been completed. Despite this, the chatbot linked to the same webpage, causing confusion for Moffatt.
3. What concerns does this incident raise about chatbots?
– This incident highlights concerns about the reliability of chatbots and the responsibility companies have when using such technology. Chatbots powered by generative AI, like the one used by Air Canada, have been known to occasionally produce errors and become confused.
4. How did the judge rule in the case?
– The judge ruled in favor of Moffatt, stating that Air Canada had not taken reasonable care to ensure the accuracy of its chatbot. Air Canada was ordered to pay Moffatt $812 as a result. The judge rejected Air Canada’s argument that the chatbot is a separate legal entity, clarifying that the airline is responsible for all information on its website, regardless of its source.
5. What does this case remind companies about when using new technologies like chatbots?
– This case serves as a reminder for companies to exercise caution when implementing new and potentially unreliable technologies like chatbots. Companies should ensure that such tools are well-maintained and regularly monitored to avoid unintentional misinformation and potential legal consequences.
Definitions:
– Chatbot: A computer program designed to simulate conversation with human users, typically used for customer service or information delivery purposes.
– Bereavement fare: A discounted fare offered by airlines to individuals traveling due to the death or imminent death of a family member.
Suggested related links:
– Air Canada
– CBC News
The source of the article is from the blog elperiodicodearanjuez.es