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Air Canada must pay damages after chatbot lies to grieving passenger about discount – Airline tried arguing virtual assistant was solely responsible for its own actions (www.theregister.com)

submitted 10 months ago by [email protected] to c/[email protected]

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[–] [email protected] 20 points 10 months ago (2 children)

Oh, it is if they are using a dump integration of LLM in their Chatbot that is given more or less free reign. Lots of companies do that, unfortunately.

[–] [email protected] 18 points 10 months ago (1 children)

If it's integrated in their service, unless they have a disclaimer and the customer has to accept it to use the bot, they are the ones telling the customer that whatever the bot says is true.

If I contract a company to do X and one of their employees fucks shit up, I will ask for damages to the company, and They internally will have to deal with the worker. The bot is the worker in this instance.

[–] [email protected] 1 points 10 months ago (1 children)

So what you're saying is that companies will start hiring LLMs as "independent contractors"?

[–] [email protected] 8 points 10 months ago

No, the company contracted the service from another company, but that's irrelevant. I'm saying that in any case, the company is responsible for any service it provides unless there's a disclaimer. Be that service a chat bot, a ticketing system, a store, workers.

If an Accenture contractor fucks up, the one liable for the client is Accenture. Now, Accenture may sue the worker but that's besides the point. If a store mismanaged products and sold wrong stuff or inputted incorrect prices, you go against the store chain, not the individual store, nor the worker. If a ticketing system takes your money but sends you an invalid ticket, you complain to the company that manages, it, not the ones that program it.

It's pretty simple actually.