"When Moffatt asked Air Canada to honor what the chatbot told him, the company's defense was breathtaking in its audacity: the chatbot is 'a separate legal entity responsible for its own actions.'"
"The designer says: I built the interface. I didn't train the model. The product manager says: I defined the requirements. The model made the call. The vendor says: We built the tool. The company deployed it."
"When an AI system denies someone healthcare, dispenses dangerous advice, or screens out a job applicant based on their race, the decision belongs to everyone and no one simultaneously."
"AI didn't invent diffusion of responsibility. It industrialized it."
AI-influenced experiences are failing users, as illustrated by a man's struggle with Air Canada's chatbot after his father's death. The chatbot provided incorrect information about bereavement fares, leading to a legal ruling that companies are responsible for their websites. The accountability chain reveals a diffusion of responsibility, where designers, product managers, vendors, and companies all deflect blame. This lack of accountability is exacerbated by AI systems, which complicate the tracing of decisions and actions, making it difficult to assign responsibility for failures.
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