When a chatbot invents a policy
An airline’s help window gave a confident answer that contradicted the policy one click away. The tribunal record shows what happened—and why keeping the source matters.
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Short reads from the book’s method: one real incident, one source trail, one useful habit.
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An airline’s help window gave a confident answer that contradicted the policy one click away. The tribunal record shows what happened—and why keeping the source matters.
Read the case and exerciseAustin needed a clear road. The driverless cars followed the traffic light.
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Trace a legal or research citation back to the original document.
Use a second channel before acting on an urgent call.
Find the stop point, spending limit, and responsible human.
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The car may look like it's driving. You may still be the driver.
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