Air Canada killed their chatbot ⚰️ Why? Another fatal case of hallucination 😶🌫️ It’s something we see every week. A big company launches an LLM product without thorough ongoing stress testing - and something goes badly wrong.
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Customers are let down, and in this case Air Canada was taken to court - and lost! What happened? The chatbot hallucinated a refund policy that was incorrect. The customer was misled and disappointed, and took Air Canada to court to hold them to what the chatbot said