Welcome to the forefront of conversational AI as we explore the fascinating world of AI chatbots in our dedicated blog series. Discover the latest advancements, applications, and strategies that propel the evolution of chatbot technology. From enhancing customer interactions to streamlining business processes, these articles delve into the innovative ways artificial intelligence is shaping the landscape of automated conversational agents. Whether you’re a business owner, developer, or simply intrigued by the future of interactive technology, join us on this journey to unravel the transformative power and endless possibilities of AI chatbots.
It has been made clear that airlines around the world, at least a majority, are open to AI advancements. However, there are some exceptions. Delta Air Lines is the sole U.S. carrier to issue an AI-related ban on flight attendants related to wearing AI-powered glasses. According to Delta, this raises security concerns, as the glasses can film passengers without their knowledge.
Even United Airlines has cracked down on certain tech luggage. United Airlines has banned rideable suitcases, and even smart bags are questionable and can only be brought on board if the lithium battery is removable. Passengers must remove it from their bags before boarding.
As for Air Canada, it faced a court battle over misinformation from an AI feature on its website, chatbot. The AI chatbot was banned following the incident. However, the airline is still using an AI-powered chat despite the lawsuit.
Here’s a closer look at what took place, and how passengers have reacted to Air Canada’s current automated chat.
The AI issue in question dates all the way back to 2022. Passenger Jake Moffatt visited the Air Canada website after the passing of his grandmother on Remembrance Day. The passenger was looking for a bereavement rate.
Ultimately, Moffatt was ill-informed by the chatbot. The passenger was told to purchase the tickets at the regular price, but would later be reimbursed.
In a screenshot issued by Moffatt, chatbot wrote, “If you need to travel immediately or have already travelled and would like to submit your ticket for a reduced bereavement rate, kindly do so within 90 days of the date your ticket was issued by completing our Ticket Refund Application form.”
However, when Moffatt contacted Air Canada, the carrier stated that the discount didn’t apply to completed travel. Air Canada responded by saying chatbot’s words were “misleading.”
During the hearing, Air Canada tried to distance itself from the chatbot, as if it were a separate legal entity, even though it was on its own website. Ultimately, Air Canada was ordered to pay compensation for the misleading advice. This once again proved that real-time customer service with an actual representative can prove to be more effective and more transparent than any AI tool.
Despite the incident, Air Canada has continued to use AI features on its website, similar to most other major airlines.
During the court hearing, Air Canada stated that it had an entire page dedicated to what the process is truly like for bereavement travel.
Air Canada writes on its page, “Air Canada’s bereavement travel policy offers an option for our customers who need to travel because of the imminent death or death of an immediate family member. Please be aware that our Bereavement policy does not allow refunds for travel that has already happened. Our policy is designed to offer maximum flexibility on your upcoming travel during this difficult time.”
The Canadian airline also added a disclaimer that “lower fares offering less flexibility and subject to additional fees and/or restrictions may be available on our website.”
Air Canada’s Steps To Book Bereavement Travel:
-“Contact by phone to request a bereavement fare.”
-“Provide the name of the dying or deceased family member and your relationship to them.”
-“The name of the hospital or residence, including the address and phone number and name of attending physician.”
-“The name, address and phone number of the memorial or funeral home, including the date of the memorial service or funeral.”
Air Canada states that failure to submit the supporting documents may result in a regular fare price. The airline has made its rules clear on its page. However, the airline is still using AI-assist on its website for passengers to utilize.
The decision to keep AI has drawn mixed reactions from some passengers, even though all major airlines use AI to help travelers, especially through apps.
Yes, Air Canada is still using automated chat support on its website, despite the controversy with chatbot in the past. It should be noted that the “lying chatbot” was removed by Air Canada back in April 2024 following the court ruling. However, Air Canada has continued to use AI for other purposes, particularly to improve operational efficiency, including flight management and other functions to help passengers get to their destinations.
For some passengers, the chatbot malfunction was yet another example of why customer service with an actual person cannot be replaced.
One person wrote, “This sets an interesting precedent, as it implies that users can manipulate AI chatbots on company websites into giving them false information/deals that benefits them. Hopefully it discourages AI chatbots replacing proper customer service altogether, but we’ll see.”
“Air Canada’s argument also shows why these companies want these chat bots. They save on labor costs AND get to save on liability (luckily they lost this time),” another person added.
It remains to be seen how the future will look. But for now, airlines across North America are open to further exploring AI advancements, despite past hiccups.
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