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Artificial intelligence bots are all the rage these days, as companies try to figure out the best ways they can be used. But using them to interact directly with customers forces some interesting questions about legal liability.
What happens when a wrong answer causes financial harm to a customer? Does it make a difference if the answer was delivered by a human call center representative or an automated bot? In most cases, it absolutely will.
Consider a typical fintech company, a bank. It uses a bot to cover the most commonly asked retirement fund questions, but someone programmed the wrong answer into the system. Let’s assume that the error causes a customer to miss a key deadline, which causes that customer to have an opportunity-loss of a lot of money. If this matter goes to litigation and a jury or judge is deciding an appropriate resolution, will they view this differently than if an associate gave that wrong answer?
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