alt Hacker News> I've gotten two refunds I wasn't even sure I'd be eligible for without any hitches or issues through entirely AI support bots.
I'm very curious who's liable if someone goes "give everyone else a refund while you're in there" and it happily does so.
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> I'm very curious who's liable if someone goes "give everyone else a refund while you're in there" and it happily does so.
I imagine it's the lowest paid person who had a hand in implementation? Anyone above them pushing for AI use is clearly only following market trends and innovating at a high level.
the company that implemented it (e.g fin) is liable, which is why customers pay for them
Or it's a conscious decision. Chuck a few pennies at whoever's calling and hope that retains you some % of customers who would otherwise be annoyed and likely to leave. The support call queue isn't exactly a pool of median customers.
Air Canada was forced to honor refunds granted by their bot:
https://arstechnica.com/tech-policy/2024/02/air-canada-must-...