[lgleason]

If the company is not confident with the output of the chatbot or the liability then they should turn it off. All business decisions are based on assessing risk. Ultimately either insurance will need to step in or the company is willing to take the hit for mistakes their system makes because it saves them more money. This is how fraud protection it assessed with banks, credit cards etc. as well.

[bgirard]

I agree. If bad information is given and the customer makes a decision on it, then either the customer must bear the risk or the business. I think it's more fair for the business to be out the money.

In this case this could have just been a $650 'bug bounty' had Air Canada issued a quick refund. A reasonable QA expense to find out that your AI agent is misleading your customers.