Where AI fails.

Air Canada Chatbot Gave Wrong Bereavement Refund Policy

Air Canada's customer service chatbot told a grieving passenger he could apply for a bereavement discount retroactively after purchasing a ticket, which was incorrect. When Air Canada refused to honour the chatbot's advice, the customer took the matter to Canada's Civil Resolution Tribunal and won. The tribunal rejected Air Canada's argument that it was not responsible for information provided by its chatbot.