An Air Canada chatbot told a customer he could receive a bereavement discount after traveling to his grandma's funeral. Air Canada unsuccessfully argued the chatbot's misleading information wasn't its responsibility. After exchanging emails for three months, an Air Canada representative told Moffatt the chatbot had provided "misleading words." When the case was brought to the tribunal, Air Canada asked the adjudicator to dismiss Moffatt's claim. "In effect, Air Canada suggests the chatbot is a separate legal entity that is responsible for its own actions," wrote Christopher Rivers, the adjudicator.

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Persons: Air Canada chatbot, —, Jake Moffatt, Moffatt, chatbot, Christopher Rivers Organizations: Air, Air Canada, Service, Canada, Business Locations: Air Canada, Toronto, Vancouver