AI Conversations & Chatbot Accountability Under Scrutiny: The Case Of The (Too) Helpful Chatbot

On February 14, 2024, British Columbia's Civil Resolution Tribunal (the Tribunal) found that Air Canada was on the hook for damages arising from its chatbot providing misinformation to a customer. While small claims decisions do not typically garner much attention, this case has been making headlines across North America as an example of technology gone awry. It confirms that companies can be found liable for negligent misrepresentations made by a chatbot on a company's website.

This case should be viewed as a warning to companies that deploy chatbots as their first line of customer support, and the potential implications that generative artificial intelligence (AI) will have in this context.