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Air Canada Argues in Court that Its AI Chatbot Is a ‘Separate Legal Entity Responsible for Its Own Actions’

A recent small claims court decision found Air Canada liable for erroneous advice provided by a chatbot on its website that left grieving customers paying more for their tickets. was handed down. Incredibly, the airline claimed that its AI chatbot was a “separate legal entity responsible for its actions.”

CBC report Jake Moffatt said he tried to book a last-minute flight from British Columbia to Toronto after his grandmother’s death. While on Air Canada’s website, he used a customer service chatbot to ask about obtaining a bereavement fare, and the AI ​​chatbot replied that if Mr. Moffatt had booked a full-price ticket immediately, , advised that you can submit a refund request within 90 days to obtain a lower bereavement fare.

Passengers carry luggage near the Air Canada logo at Toronto Pearson International Airport (Photo by Cole Burston/Getty Images)

Trusting this advice, Moffat booked tickets totaling $1,630. However, after the trip ended, Air Canada informed him that the bereavement discount would not be applied retroactively to tickets he had already purchased. When Moffat filed a complaint and showed him a screenshot of the chatbot’s guidance, an Air Canada representative acknowledged that the chatbot had provided “misleading language,” but the airline updated its system. said.

Dissatisfied with the resolution, Moffat sued Air Canada in small claims court. Air Canada argued in legal filings that its chatbot is a “separate legal entity responsible for its actions.” But judge Christopher Rivers called it a “remarkable proposal” and noted that Air Canada has its own website and chatbot.

Ultimately, Mr. Rivers ruled that Air Canada failed to take reasonable care to ensure that its chatbot provided accurate information. He ordered the airline to pay Mr Moffatt the difference between the regular fare and the bereavement fare, which was $812.

In its defense, Air Canada argued that customers can find details of appropriate bereavement policies elsewhere on its website. But Mr Rivers said there was no reason why Mr Moffat should have known that one section was accurate and another wrong.

read more CBC is here.

Lucas Nolan is a reporter for Breitbart News, covering free speech and online censorship issues.

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