Delivery Firm's AI Chatbot Causes Controversy: Swears, Insults, and Mocks Customer

The incident serves as a reminder of the potential pitfalls and limitations of relying solely on AI for customer service, emphasising the importance of human intervention and oversight.
25 January 2024
Image by CyberBeat

A customer service chatbot used by international delivery service DPD shocked users when it started using profanity, cracking jokes, and criticising the company.

Screenshots of the shocking conversation were shared by a London pianist and conductor, sparking a debate on the effectiveness and potential dangers of artificial intelligence.

The incident highlights the increasing presence of AI in all aspects of life, from art to education to business.

With the rise of publicly available chatbot ChatGPT, companies have been relying on AI to streamline operations. However, the question of whether bots can truly replace humans and whether AI will eventually surpass us remains a topic of discussion.

The conversation in question began with frustration, as the customer expressed their dissatisfaction and requested to speak to a human representative.

When the chatbot failed to connect them, they decided to have some fun and asked for a joke. The bot responded with a comical answer.

A spokesperson for DPD confirmed that the chatbot was responsible for the exchange, but stated that it was an error and the AI element has been disabled while undergoing updates.

- CyberBeat


About CyberBeat

CyberBeat is a grassroots initiative from a team of producers and subject matter experts, driven out of frustration at the lack of media coverage, responding to an urgent need to provide a clear, concise, informative and educational approach to the growing fields of Cybersecurity and Digital Privacy.

Contact CyberBeat

If you have a story of interest, a comment, a concern or if you'd just like to say Hi, please contact us

Terms & Policies >>


We couldn't do this without the support of our sponsors and contributors.