When a chatbot promises you a discount that doesn't actually exist, who's responsible: the company or the bot? A court made the company pay it anyway.
This is what should cause sleepless nights for your legal team. Not that an agent deleted a database, but that it made an unapproved promise. 😳
The story
In November 2022, Jake Moffatt hastily reserved a flight from Vancouver to Toronto. His grandmother had recently passed away.
He asked the chatbot about bereavement fares, and it told him he could book a full-price ticket immediately and then apply for a reduced bereavement rate refund within 90 days of the date the ticket was issued.
