Fit For The Future

https://swiy.co/go-from-chatbots-to-chaosAre your AI guardrails, policies, and guidelines up to date or out of date?In 2022, Jake Moffatt needed to fly to Toronto for the funeral of a family member. Before booking a flight with Air Canada, he checked their rules to qualify for a bereavement fare. The helpful Air Canada chatbot assured him he could buy a ticket, fly, then request a partial refund. But when he returned home and applied for the refund, Air Canada refused to honour the request, referring to their website policy that clearly stated he had to make the request before travel.Fortunately, Moffatt had taken a screenshot of the chatbot conversation, which he showed to Air Canada, but the airline still refused his claim, telling Moffatt he should have referred to the website, and then bizarrely claiming the chatbot was “responsible for its own actions”. Not surprisingly, the British Columbia Civil Resolution Tribunal rejected that argument, and ruled that Air Canada had to honour the bereavement refund a