The bot had promised a grieving customer a discount the policy never allowed. In front of the tribunal, the airline argued the bot was a separate legal entity, responsible for its own words. It lost, and paid him a few hundred dollars.
Every deck on AI risk now tells this as a story about a machine making things up. I read it that way twice before I saw the other story. That one should keep a marketing leader up at night.
For twenty-two years I have believed that love beats reason, and I spent them inside a brand that proved it. What I did not see coming is that the reasoning would change hands. An agent has no habit and no favourite. It runs the comparison from scratch, every time, and it is already reading what your customers write about you.
Which leaves two questions for every brand that believes it is loved. Where exactly is that love tested now? And who in the building is placed to see it?
Read the full piece: Loved Beyond Reason
