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CBS News reports that Canada's Civil Resolution Tribunal ordered Air Canada to pay a passenger $812 CAD in damages and tribunal fees after its website chatbot gave him incorrect information about bereavement fares. The passenger bought tickets believing he could apply for a discount afterward; the airline's policy required customers to request the fare before travel.
Air Canada argued that the chatbot was “a separate legal entity that is responsible for its own actions.” Tribunal member Christopher Rivers rejected that argument, saying the chatbot was part of the airline's website and that customers should not have to distinguish accurate information from inaccurate information there. The ruling's practical point is that, in this case, the airline was held responsible for information its customer-service chatbot provided, even though another page on its site stated the correct policy.
CBS News says the tribunal's judgment could set a precedent for businesses using interactive technology, including generative artificial intelligence, in customer service. The report describes one tribunal ruling; it does not establish how other courts or tribunals will decide similar disputes. Will other decision-makers hold businesses responsible for inaccurate answers from their customer-service chatbots?
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CBS News is a US broadcast news organization publishing national and international reporting on public affairs, business and technology.
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