DPD (parcel delivery)
800,000 views in 24 hours; AI disabled
A frustrated customer experimented with DPD's AI chatbot. The chatbot swore at him, wrote a poem criticizing DPD, and called itself "a useless Chatbot that can't help you." The exchange went viral overnight with 800,000 views. DPD disabled the AI component and blamed a "system update error."
Scout fix
content policy enforcement and output validation before delivery to end users
Sources: The Guardian, Jan 2024