My organization won’t even allow auto translation widgets on our site. Instead, we refer people to using web translation services on their own, with clear language that says we’re not liable for third party mistranslations. (In multiple languages, by a company that has signed an indemnity agreement with us if their translation becomes an issue.)

It’s a bit heavy-handed, but the lawyers hold more sway than the communications folks, and I don’t disagree with the approach – you don’t want users misunderstanding what your site says, and being able to blame you for it.

Probably not, but they're paid to try their best.

Lol... "Think this would fly" I see what you did there.

This article does not actually mention the chatbot being AI. As chatbots have been around for many years, it is possible this is just a normal non-'AI' chatbot that someone programmed that information with (potentially old information that had long since changed, but no one has updated).

Either way, they are liable for what it tells customers. If it is AI, well... no company should be using AI to make legally binding statements, or advertisements to customers (without human review).

At the moment, companies deploying an AI, should be doing so with AI as the product, not integrated into selling non-AI related products, or services.

Seems a bad long term strategy.

It's not a long term strategy. The person who made this decision is thinking about their quarterly or yearly bonus. By the time the problems hit, they've long since cashed out.

CS will be a multi modal chatbot too, just with a voice. I don’t think they want any human support at all. To a business, the only reason overhead exists is to cut it, and support has always been overhead.

Way, way fewer people will call CS than will just ignore the warning.

Once we become acclimated to things like this, we stop complaining, and let the greedy fuckers win.

Yeah I'm also confused as to what they mean by this.

I am assuming the customer should legally have a way to contact a company.

Companies try to make this obligation cost less and less by using automation and self service.

Source : worked on the customer service platform for a fortune 500 company.

Exactly.

If the court hand found any other way, then any time the chatbot makes a mistake, they just wash their hands of it and let the consumer takes the hit.

This means they are responsible for what the chatbot says, and is at least moderately sane.