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Is Your Business Liable for What Your AI Says? The Air Canada Ruling, Explained
In 2024, a Canadian tribunal made Air Canada pay for a promise its website chatbot invented, and rejected, in writing, the airline's argument that the bot was "a separate legal entity responsible for its own actions." The damages were small. The principle wasn't: when your AI speaks to a customer, your company is speaking. This piece walks through the case, why it matters far more now that agents act instead of just talk, and the four-part build spec the ruling hands every business deploying customer-facing AI, grounded answers, a trained "I don't know," confirm-first approvals, and transcripts by default.

NexivoAi
·5 min read

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