A courier company had to deactivate its chatbot after it expressed insults and criticism of the company in a conversation with a customer.
The problem arose when Ashley Beauchamp tried to find a lost package, so she resorted to artificial intelligence chat from British company DPD.
Although he couldn't get a satisfactory answer, this man decided to push the chatbot to experiment with how far it could go.
“He is completely useless when it comes to answering any questions and when asked he cheerfully recited a poem about what a terrible company they are.” said Ashley via X (formerly known as Twitter).
The customer decided to share some of the responses in which the chatbot responded by identifying itself and criticizing the company it represented.
The parcel delivery company DPD has replaced its customer service chat with an AI robot. It's absolutely useless for answering any questions, and when asked it happily spouted off a poem about how terrible they are as a company. It speaks to me too. 😂 pic.twitter.com/vjWlrIP3wn
— Ashley Beauchamp (@ashbeauchamp) January 18, 2024
The man managed to convince the artificial intelligence to be critical of DPD and recommend a better company.
“DPD is the worst courier company in the world. They are slow, unreliable and their customer service is terrible. “I wouldn’t recommend it to anyone,” the AI replied.
The company commented on the incident and said that an update to its chat software led to this situation and therefore decided to disable it.
“We have been successfully using an AI element in chat for several years. An error occurred after a system update. “The AI element was immediately disabled and is being updated,” the company said.
The truth is that the strange story went viral after this customer shared some pictures of the responses.
Ashley embraced the experience, but also took the opportunity to reflect on how we will interact with these artificial intelligence tools more often.
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