Your chatbot is one bad answer from a lawsuit. An airline learned that the hard way.
Air Canada argued in tribunal its chatbot was “a separate legal entity, responsible for its own actions.” The tribunal disagreed.
Jake Moffatt’s grandmother died. He asked Air Canada’s chatbot about bereavement fares. The bot told him to buy a full-fare ticket and claim the discount within 90 days after travel. That was wrong. The real policy doesn’t allow refunds after the trip.
Air Canada refused his refund and blamed the bot. The tribunal awarded him $812 and held the airline responsible for every word on its website.
When your AI gives a customer bad information, you eat it. The chatbot won’t get sued. You will.
If you’re deploying AI in customer-facing channels ( sales, support, quoting, scheduling) every output is a legal exposure. Treat it like one.