{"id":1698,"date":"2025-07-02T08:29:43","date_gmt":"2025-07-02T08:29:43","guid":{"rendered":"https:\/\/iste-group.com\/%e2%9c%8d%ef%b8%8f-when-ai-hallucinates-what-we-need-to-learn-from-the-air-canada-mistake\/"},"modified":"2025-07-11T13:48:33","modified_gmt":"2025-07-11T13:48:33","slug":"%e2%9c%8d%ef%b8%8f-when-ai-hallucinates-what-we-need-to-learn-from-the-air-canada-mistake","status":"publish","type":"post","link":"https:\/\/iste-group.com\/en\/%e2%9c%8d%ef%b8%8f-when-ai-hallucinates-what-we-need-to-learn-from-the-air-canada-mistake\/","title":{"rendered":"\u270d\ufe0f When AI hallucinates: What we need to learn from the Air Canada mistake"},"content":{"rendered":"\n<p class=\"has-contrast-color has-text-color has-link-color wp-elements-f226392a23f37804adcfbbfad842d3e4\">An Air Canada chatbot promised a user a refund in the event of death &#8211; even though the company had no such policy. The problem: the AI was hallucinating. Air Canada was even held responsible for this in court. <\/p>\n\n<p class=\"has-custom-color-3-color has-text-color has-link-color wp-elements-0a9b84bc73f198364009e8f586f7c1a4\">(<a href=\"https:\/\/www.bbc.com\/travel\/article\/20240222-air-canada-chatbot-misinformation-what-travellers-should-know\" target=\"_blank\" rel=\"noreferrer noopener\">\u201dAirline held liable for its chatbot giving passenger bad advice &#8211; what this means for travellers\u201d, BBC, 23.02.2024<\/a>) <\/p>\n\n<p>Such errors are not isolated cases, but symptoms of a lack of security in the development and integration of AI systems. <\/p>\n\n<p>At ISTE, we deal with precisely such questions: <br\/><strong>How do we build AI systems that are reliable, transparent and legally robust? How would we have prevented such a mistake?<\/strong> <\/p>\n\n<ul class=\"wp-block-list\">\n<li><strong>AI system architecture with responsibility<\/strong><br\/>Our experts develop and test architectures that ground LLMs in secure knowledge sources (e.g. via RAGs or knowledge graphs). No hallucination &#8211; no liability gap. <\/li>\n\n\n\n<li><strong>Knowledge graphs &amp; policy governance<\/strong><br\/>We formally model company-specific knowledge &#8211; from reimbursement policies to exception processes &#8211; and integrate it into AI systems in a controlled manner. <\/li>\n\n\n\n<li><strong>&#8220;Safe by design&#8221; evaluation<\/strong><br\/>With our interdisciplinary framework (technology + law + UX), we ensure that systems hold back in critical cases instead of fantasising. <\/li>\n\n\n\n<li><strong>Audits &amp; certifications for trustworthy AI<\/strong><br\/>We offer accompanying quality and security evaluations for chatbots, agents and generative AI &#8211; from prompt testing to fact consistency checking. <\/li>\n<\/ul>\n\n<p><strong>Our goal: AI should not impress &#8211; it should deliver what it promises.<\/strong> <br\/>If you want to use generative AI in your company &#8211; in a secure, controlled and liability-compliant manner &#8211; talk to us. The next Air Canada moment doesn&#8217;t have to happen. <\/p>\n\n<p class=\"has-custom-color-3-color has-text-color has-link-color wp-elements-055921c09cbb09d97030c2c40d47f5ed\">\ud83d\udc49 <strong><a href=\"https:\/\/iste-group.com\/en\/contact\/#allgemeine-anfrage\">Do you want to use AI agents to optimise processes in your company in a legally compliant manner and increase customer loyalty? Talk to us!<\/a><\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>An Air Canada chatbot promised a user a refund in the event of death &#8211; even though the company had no such policy. The problem: the AI was hallucinating. Air Canada was even held responsible for this in court. (\u201dAirline held liable for its chatbot giving passenger bad advice &#8211; what this means for travellers\u201d, [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":1448,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[165],"tags":[182,127,181,180],"class_list":["post-1698","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog-post","tag-aiandlaw","tag-chatbot-en","tag-knowledge-graph","tag-responsibleai-en"],"_links":{"self":[{"href":"https:\/\/iste-group.com\/en\/wp-json\/wp\/v2\/posts\/1698","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/iste-group.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/iste-group.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/iste-group.com\/en\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/iste-group.com\/en\/wp-json\/wp\/v2\/comments?post=1698"}],"version-history":[{"count":1,"href":"https:\/\/iste-group.com\/en\/wp-json\/wp\/v2\/posts\/1698\/revisions"}],"predecessor-version":[{"id":1826,"href":"https:\/\/iste-group.com\/en\/wp-json\/wp\/v2\/posts\/1698\/revisions\/1826"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/iste-group.com\/en\/wp-json\/wp\/v2\/media\/1448"}],"wp:attachment":[{"href":"https:\/\/iste-group.com\/en\/wp-json\/wp\/v2\/media?parent=1698"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/iste-group.com\/en\/wp-json\/wp\/v2\/categories?post=1698"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/iste-group.com\/en\/wp-json\/wp\/v2\/tags?post=1698"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}