When AI makes mistakes, who can be held responsible? | GZERO AI

Who will ultimately be responsible when AI gets things wrong? In a landmark case, Air Canada was forced to pay a customer misled by its AI chatbot.

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In this episode of GZERO AI, Taylor Owen, professor at the Max Bell School of Public Policy at McGill University and director of its Centre for Media, Technology & Democracy, explores the issues of responsibility and trust with the widespread deployment of AI. Who bears responsibility when AI makes errors? Additionally, can we rely on AI, and should we trust it?

So last week, a Canadian airline made headlines when a customer sued its chatbot. Not only is this story totally weird, but I think it might give us a hint at who will ultimately be responsible when AI messes up. So, this all started when Jake Moffatt's grandmother passed away and he went to the Air Canada website to see if they had a bereavement policy. He asked the chatbot this question, which told him to book the flight and that he had 90 days to request a refund. It turns out though, that you can't request bereavement refunds retroactively, a policy stated elsewhere on the Air Canada website. But here's where it gets interesting. Moffatt took Air Canada and their AI chatbot to British Columbia's Civil Resolution Tribunal, a sort of small claims court. Air Canada argued that the chatbot is a separate legal entity that is responsible for its own actions.

The AI is responsible here. They lost though and were forced to honor a policy that a chatbot made up. They've since deleted their chatbot. This case is so interesting because I think it strikes at two of the questions at the whole core of our AI conversation, responsibility and trust.

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