"Air Canada argues it cannot be held liable for information provided by one of its agents, servants, or representatives-including a chatbot," Rivers wrote. Tribunal member Christopher Rivers, who decided the case in favor of Moffatt, called Air Canada's defense "remarkable." Unhappy with this resolution, Moffatt refused the coupon and filed a small claims complaint in Canada's Civil Resolution Tribunal.Īccording to Air Canada, Moffatt never should have trusted the chatbot and the airline should not be liable for the chatbot's misleading information because Air Canada essentially argued that "the chatbot is a separate legal entity that is responsible for its own actions," a court order said.Įxperts told the Vancouver Sun that Moffatt's case appeared to be the first time a Canadian company tried to argue that it wasn't liable for information provided by its chatbot. Instead of a refund, the best Air Canada would do was to promise to update the chatbot and offer Moffatt a $200 coupon to use on a future flight. 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.Īir Canada argued that because the chatbot response elsewhere linked to a page with the actual bereavement travel policy, Moffatt should have known bereavement rates could not be requested retroactively. Moffatt tried for months to convince Air Canada that a refund was owed, sharing a screenshot from the chatbot that clearly claimed: Moffatt dutifully attempted to follow the chatbot's advice and request a refund but was shocked that the request was rejected. In reality, Air Canada's policy explicitly stated that the airline will not provide refunds for bereavement travel after the flight is booked. The chatbot provided inaccurate information, encouraging Moffatt to book a flight immediately and then request a refund within 90 days. Unsure of how Air Canada's bereavement rates worked, Moffatt asked Air Canada's chatbot to explain. On the day Jake Moffatt's grandmother died, Moffat immediately visited Air Canada's website to book a flight from Vancouver to Toronto. This can be a huge help in improving the efficiency of your customer services team, ensuring that your staff are dealing with the more relevant and potentially lucrative conversations, customers and leads while smaller, simpler enquiries are handled by the chatbot.Alvin Man | iStock Editorial / Getty Images Plus reader comments 262Īfter months of resisting, Air Canada was forced to give a partial refund to a grieving passenger who was misled by an airline chatbot inaccurately explaining the airline's bereavement travel policy. This means that a chatbot can help to take some of the strain from a customer services team, automating simpler interactions, with Flow XO allowing human agents to step in if necessary before handing back over to the chatbot to complete the conversation. Instead, a chatbot uses the workflows you set up to understand and respond to customers, putting the information they need directly in front of them as quickly as possible. Flow XO is the perfect toolset for any business that wants to ensure their interactions with their customers are as efficient, effective and intelligent as possible.Ī chatbot provides a means for a customer to communicate with a business in a fast and reactive way, avoiding extensive email chains, phone calls and enquiry forms.
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