Can AI chatbots ease the burden on customer service representatives? Lots of businesses seem to think so, but they better hope their chatbots don’t cause the same problem as Air Canada’s. The airline has just been forced to offer a partial refund to a customer, honoring a refund policy that its chatbot seemingly made up on the spot.
The incident in question happened to Jack Moffat, who went to Air Canada’s chatbot to help him understand the airline's bereavement travel policy following the death of his grandmother. The chatbot explained that it was possible to book a flight immediately and request a partial refund within 90- days.
