The British branch of a parcel delivery company has turned off the artificial intelligence (AI) feature of its online chat systems after a frustrated user asked its chatbot to write a poem about how bad its customer service is and it succeeded. Reuters drew attention to it.
“There was once a chatbot called DPD that was useless,” the bot wrote after Ashley Beauchamp gave up trying to get it to give it a customer service number. So instead, the customer asked the bot to write a poem about their poor service.
“DPD was a waste of time, a customer’s worst nightmare. One day they finally closed DPD and everyone rejoiced. They could finally get the help they needed. From a real person who knew what he was doing,” the chatbot continued.
Beauchamp, a pianist and conductor, posted his “conversation” with the chatbot on social network X on Thursday, and it has since been viewed 1.2 million times.
Beauchamp said that initially, when he couldn’t get information about the shipment’s status, he asked the chatbot to tell him a joke. When he did, he asked him to write a poem about an automated customer service failure. He also encouraged him to swear, prompting him to tell him that “DPD is the worst delivery company in the world” and that he would never recommend it to anyone.
DPD UK said it has been successfully using AI in its chat system for several years alongside human customer service. But after the latest system update, an error appeared. “The AI element has been disabled immediately and is currently being updated,” the firm said in a statement.
2024-01-20 15:02:44
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