When AI experiences fail, who is held accountable?

Jake’s father had just passed away and he needed to book a flight. He went to the airlines’s website and asked their chatbot about bereavement fares. The bot gave him instructions and he followed them. Then booked his tickets. But they were wrong. When Moffatt asked the airline to honor what the chatbot told him, their defense was breathtaking in its audacity: the chatbot is “a separate legal entity responsible for its own actions.”… Full Product UX article at UX Collective »