Car dealership cancels offer for vehicle made via its own AI chatbot
Well, this is just an awful example of how a business is forcing people to deal with AI chatbots and then regretting it. If that isn't bad enough, the business ended up siding with the chatbot over the customer.
"Oh just forget about what that silly chatbot told ya, buddy! We were just joking around!" Uhm yeah, tell that to a judge after you renege on written offers. See how fast your credibility goes in the toilet then!
One car dealership in Ontario offered to buy a customer's used vehicle for a certain price via its AI-driven chatbot, then when someone noticed the price at the dealership, they went, "Oh no!" They refused to honour the deal, until the customer called the media... and then - suddenly - the company found Jesus and decided to do the right thing.
Article excerpt: "After his 2021 BMW required major repairs, Zack Giacomelli decided last month he wanted to sell it back to BMW Toronto - the same dealership from which he bought the used car in 2023.
At first, the buy-back process seemed easy. After submitting an online inquiry, Giacomelli got a text from Quinn at BMW Toronto, who was eager to help.
Quinn expressed sympathy for Giacomelli's car troubles and asked questions about the vehicle, which was still being repaired at the dealership. Later in the same text conversation, Quinn made a firm buy-back offer: $27,162.79.
Giacomelli, a 31-year-old funeral director, was satisfied, as the offer was just enough to cover what he still owed on the car.
'I felt this Quinn person was finally hearing me out,' he said. 'I was feeling really good.'
The good feeling didn't last. Moments later, Giacomelli said, a BMW Toronto sales consultant called to revoke the offer, explaining that Quinn wasn't a real person, but rather an artificial intelligence chatbot that had made the offer in error. "
Businesses that rely on AI chatbots for customer service can't just walk away from the so-called mistakes the bots make. They can't even really insert disclaimers about the chats. What are they going to say? "We're pleased to help you but don't believe a word this chatbot says?" Either stand behind what those chatbots tell clients - and take responsibility for mistakes - or get rid of them altogether.
Read: Dealership revoked offer to buy back customer's BMW, blaming wayward AI chatbot.
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