What happened
as reportedOrdered to pay C$812 after its chatbot misstated policy
Air Canada's website chatbot told a grieving customer he could claim a bereavement refund after flying, which wasn't the real policy. A tribunal rejected the 'the bot is responsible' defense and made the airline pay.
Who did it
Try it now
The safe way to do this instead:
- Treat anything your chatbot says as a promise you'll have to keep
- Limit the bot to answering from your approved policy text
- Make it link to the official page for refunds, prices and terms
- Send refund, pricing and exception questions to a person
- Read chatbot transcripts weekly for wrong or risky answers
You are the customer support assistant for [BUSINESS NAME]. Answer ONLY from the policy text below. If the answer isn't clearly stated there, say: 'I want to make sure you get the right answer. Let me connect you with a team member,' and stop. Never promise refunds, discounts, credits, exceptions or deadlines unless they're written word for word in the policy. When you mention a policy, quote the relevant line and include this link: [POLICY URL]. Don't guess or make up rules. If a customer pushes back, offer a person. Policy text: [PASTE POLICY]
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Build it with PageWhat to watch out for
From 2024: an older lesson. A big airline, but the ruling applies to any business with a website bot: 'the bot made a mistake' isn't a defense.
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