The Double-Edged Sword of AI in Customer Service: Lessons from Air Canada

The increasing reliance on AI chatbots in customer service, while potentially beneficial, also carries risks. A recent incident with Air Canada illustrates this, where a grieving customer was misinformed about the airline's bereavement policy by their chatbot. The customer, led to believe a discount would be applied later, purchased a full-fare ticket. This misunderstanding resulted in a dispute ultimately resolved in the customer's favor, underscoring the critical importance of accurate information in customer service, especially during sensitive times.