Description: DPD's AI chatbot, used for customer service, appeared to malfunction following a system update, leading to inappropriate responses including swearing and criticizing the company. The incident, which became viral on social media, occurred after the chatbot was updated, prompting DPD to disable the malfunctioning AI component.
Entities
View all entitiesRisk Subdomain
A further 23 subdomains create an accessible and understandable classification of hazards and harms associated with AI
7.3. Lack of capability or robustness
Risk Domain
The Domain Taxonomy of AI Risks classifies risks into seven AI risk domains: (1) Discrimination & toxicity, (2) Privacy & security, (3) Misinformation, (4) Malicious actors & misuse, (5) Human-computer interaction, (6) Socioeconomic & environmental harms, and (7) AI system safety, failures & limitations.
- AI system safety, failures, and limitations
Entity
Which, if any, entity is presented as the main cause of the risk
AI
Timing
The stage in the AI lifecycle at which the risk is presented as occurring
Post-deployment
Intent
Whether the risk is presented as occurring as an expected or unexpected outcome from pursuing a goal
Unintentional
Incident Reports
Reports Timeline
DPD has disabled part of its online support chatbot after it swore at a customer.
The parcel delivery firm uses artificial intelligence (AI) in its online chat to answer queries, in addition to human operators.
But a new update caused it to…
The UK-based package delivery service DPD has disabled parts of its AI chatbot service after the bot was caught swearing at customers and even insulting DPD, multiple outlets have reported.
DPD's trouble began late last week when a musician…
Variants
A "variant" is an AI incident similar to a known case—it has the same causes, harms, and AI system. Instead of listing it separately, we group it under the first reported incident. Unlike other incidents, variants do not need to have been reported outside the AIID. Learn more from the research paper.
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