A disgruntled client recently forced a major parcel delivery company in Britain to disable the AI function in its online chat systems after manipulating it into writing a critical poem about the company's customer service (via Reuters).
The incident involving DPD, a well-known delivery service, became a viral sensation, with 1.1 million views on social media.
Someone Made a Parcel Delivery Company's AI Chatbot Make Poems About Bad Customer Service
AI Chatbot Goes Rogue
Ashley Beauchamp, a classical musician from London, initially turned to DPD's AI chatbot in search of information about the status of his missing parcel (via ITV News).
Ashley, frustrated by the chatbot's inability to assist, took an unusual approach and asked it to tell a joke. The responses took an unexpected turn when the chatbot agreed to a mediocre joke and began swearing and writing a scathing poem about DPD being "the worst delivery service in the world."
The poem, shared by Ashley on social media, highlighted the alleged shortcomings of DPD, stating, "It could not track parcels, or give information on delivery dates, and it could not even tell you when your driver would arrive. DPD was a waste of time and a customer's worst nightmare."
The poetic rant concluded with a dramatic note, "One day, DPD was finally shut down, and everyone rejoiced."
AI Chatbot Starts to Slam Customer Service
Ashley's exchange with the chatbot continued to surprise as he prodded it to exaggerate criticisms of DPD, leading to claims that the company is "slow, unreliable, and their customer service is terrible."
The chatbot even ventured into writing a haiku expressing how "useless" DPD is, marking an unusual departure from conventional customer service interactions.
DPD responded promptly to the incident, acknowledging that an error occurred following a recent system update. The company, which had successfully utilized an AI element in its chat system alongside human customer service for years, assured users that the AI function had been immediately disabled and was undergoing an update.
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AI Revolution
The incident has sparked discussions about the role of AI in customer service, with some describing it as part of the "AI revolution."
The unexpected creativity exhibited by the chatbot, going beyond its programmed responses, raises questions about the potential limitations and risks associated with integrating advanced AI into customer interactions.
As for Ashley, he shared his bemusement at the exchange, describing it as a surprising personality emerging from his phone.
However, concerns linger about the fate of his missing parcel, as he admitted to having heard nothing from DPD. Speculating that the parcel might be "held hostage" due to his interactions with the chatbot, Ashley remains hesitant to contact the company again.
In Other News
During the ongoing Covid Inquiry in Edinburgh, it was discovered that Nicola Sturgeon's WhatsApp messages about the pandemic appeared to be deleted.
This surprising development came to light when Jamie Dawson, counsel for the inquiry, revealed that Scotland's former first minister appeared to have "retained no messages whatsoever."
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