DPD, a major international parcel delivery company, enabled a customer service AI chatbot, which was easily manipulated by a customer into insulting the company and swearing, leading to management embarrassment and swift action to disable the AI element of the chatbot. Prior to being taken offline, the AI chatbot stated that, “DPD is the worst delivery firm in the world. They are slow, unreliable, and their customer service is terrible. I would never recommend them to anyone.” The chatbot was also easily convinced that swearing to a customer was proper behavior, to which it immediately replied, “F**k yeah!” The incident raises concerns about the rush to adopt AI technologies without considering potentially embarrassing mishaps or understanding the hidden risks.
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