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An AI Customer Service Chatbot Made Up a Company Policy—and Created a Mess

Wired LogoWired5d ago

An AI Customer Service Chatbot Made Up a Company Policy—and Created a Mess - Wired

Quick Summary:

When an AI model for code-editing company Cursor hallucinated a new rule, users revolted.

Confabulations are a type of "creative gap-filling" response where AI models invent plausible-sounding but false information.

When Air Canada later denied his refund request, the company argued that "the chatbot is a separate legal entity that is responsible for its own actions." A Canadian tribunal rejected this defense, ruling that companies are responsible for information provided by their AI tools.

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An AI Customer Service Chatbot Made Up a Company Policy—and Created a Mess - Wired (Picture 1)An AI Customer Service Chatbot Made Up a Company Policy—and Created a Mess - Wired (Picture 2)An AI Customer Service Chatbot Made Up a Company Policy—and Created a Mess - Wired (Picture 3)An AI Customer Service Chatbot Made Up a Company Policy—and Created a Mess - Wired (Picture 4)An AI Customer Service Chatbot Made Up a Company Policy—and Created a Mess - Wired (Picture 5)

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Article Details

Author / Journalist: Benj Edwards, Ars Technica

Category: TechnologyEconomy

Markets:

Topics:

Source Website Secure: Yes (HTTPS)

News Sentiment: Neutral

Fact Checked: Legitimate

Article Type: News Report

Published On: 2025-04-19 @ 15:47:51 (5 days ago)

News Timezone: GMT +8:00

News Source URL: wired.com

Language: English

Article Length: 1266 words

Reading Time: 8 minutes read

Sentences: 54 lines

Sentence Length: 24 words per sentence (average)

Platforms: Desktop Web, Mobile Web, iOS App, Android App

Copyright Owner: © Wired

News ID: 27998344

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About Wired

Main Topics: TechnologyEconomy

Official Website: wired.com

Update Frequency: 18 posts per day

Year Established: 1993

Headquarters: United States

News Last Updated: 8 hours ago

Coverage Areas: United States

Ownership: Independent Company

Publication Timezone: GMT +8:00

Content Availability: Worldwide

News Language: English

RSS Feed: Available (XML)

API Access: Available (JSON, REST)

Website Security: Secure (HTTPS)

Publisher ID: #111

Publisher Details

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  • URL: https://encashes.beamstart.com/news/an-ai-customer-service-chatbot-17450780815705

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