[ssnistfajen]

>it just seems so sloppy compared to software of the past

Corporate software has always been sloppy especially if said corporation isn't centered around said software (true for Air Canada)) and the technology is in an early adopter stage (true for LLM chatbots).

The decision makers aren't well-versed in these technologies themselves, because getting to where they are did not require knowing how to properly use those technologies.