Air Canada Chatbot Misleads Passenger, Leading to Refund Order

Air Canada was ordered to refund a passenger after its AI chatbot mistakenly promised a cheaper bereavement fare, leading to a lawsuit. The airline initially tried to avoid the refund by claiming the chatbot offered "misleading words," but a Canadian tribunal sided with the passenger, stating that the chatbot is part of Air Canada's website and the company is responsible for its accuracy. The decision could have implications for companies using AI for customer service.