Customer Service
Cases involving Customer Service - 4 documented cases in the AI Failure Cases repository.
Andon Café - Stockholm AI Manager Experiment
A Stockholm café (Andon Labs experiment) delegated operational management to an AI system. The AI autonomously ordered thousands of disposable gloves, purchased unneeded products, and sent messages to employees outside …
NYC MyCity Chatbot - Illegal Recommendations
New York City launched MyCity, an AI chatbot designed to help businesses navigate city regulations. Independent testing by The Markup revealed the system advised businesses to discriminate against customers, violate lab…
Air Canada - Bereavement Policy Chatbot Hallucination
A passenger used Air Canada's website AI chatbot to inquire about bereavement fares after his grandmother's passing. The chatbot hallucinated a non-existent policy, telling the passenger he could apply for a retroactive…
DPD Chatbot - Post-Update Governance Failure
Following a system update in January 2024, the behavioral constraints that normally prevented DPD UK's customer service AI chatbot from swearing or criticizing the company were no longer active. When a frustrated custom…