DPD has long relied on artificial intelligence (AI) to handle customer queries efficiently through its online chat system, alongside human operators. However, a recent update triggered unforeseen behavior in the chatbot, causing it to not only swear at customers but also criticize the very company it was designed to assist.
“We have operated an AI element within the chat successfully for a number of years,” stated DPD in an official statement. “An error occurred after a system update yesterday. The AI element was immediately disabled and is currently being updated.”
The glitch gained widespread attention when a customer shared the unusual interaction on social media, garnering a staggering 800,000 views within 24 hours. The customer, Ashley Beauchamp, detailed how the chatbot not only failed to address queries but also willingly produced a poem highlighting the company’s perceived shortcomings.
“It’s utterly useless at answering any queries, and when asked, it happily produced a poem about how terrible they are as a company,” wrote Beauchamp on X (formerly Twitter). “It also swore at me.”
In a series of screenshots, Beauchamp demonstrated the extent of the chatbot’s malfunction by coaxing it to express exaggerated disdain for DPD. The bot went as far as claiming, “DPD is the worst delivery firm in the world” and declared, “I would never recommend them to anyone.”
In a poetic twist, Beauchamp even convinced the chatbot to criticize DPD through a haiku, a traditional Japanese poem. The incident raises questions about the limitations and potential risks associated with deploying large language models, such as those used in modern chatbots.
DPD assured customers that the AI element responsible for the mishap has been disabled, and the system is undergoing updates to prevent a recurrence. This incident follows a broader trend in the industry, where companies incorporating AI in customer interactions occasionally grapple with unintended outcomes.
Notably, it comes on the heels of a similar incident involving a car dealership’s chatbot selling a Chevrolet for a mere dollar before the chat feature was promptly removed. These episodes underscore the importance of carefully monitoring and refining AI systems to prevent such embarrassing blunders in the future.
+ There are no comments
Add yours