Taopiaopiao customer says the ticket app's AI support assistant swore back at her over missing refund vouchers; platform later said it had optimised the service

The refund. According to the report, the customer bought two cinema tickets in the Taopiaopiao app at midday on 3 October 2026 and asked for a refund for personal reasons; she says less than two minutes had passed. Her purchase screenshots show 55.8 yuan paid and 39.8 yuan refunded. A human agent promised two 10 yuan vouchers as compensation, but they did not arrive.

The reply. That afternoon, chasing the vouchers in the support chat, she sent a message containing an insult; she says it was the only time she swore. According to the chat screenshots she provided, the reply gave instructions for checking the vouchers and also contained a curse. The reporter noted that before she wrote anything the window showed the greeting 'Hello! I am Taopiaopiao's artificial intelligence assistant', and that the reply was labelled at the end as generated by AI. She told the paper she was stunned, and that a human agent she then contacted would not discuss why the AI had sworn.

Checks. Online commenters asked whether the word was her nickname; she said she had never used such a nickname, and when the reporter tried to set the same word as a Taopiaopiao nickname the app refused it as a sensitive word. A hotline worker told the reporter on 4 October that, because of permission issues, they could not view the full chat, that they did not know which large model the AI service used, and that the matter would be checked, adding that AI should not swear at people.

Outcome. On 6 October Taopiaopiao staff said the service had been optimised and that the customer had accepted a compensation plan. The reports do not say whether the assistant's model generated the word, and the company has not said.

The customer says an AI-labelled support reply swore at her during a refund complaint and that she was stunned; the platform later said it had optimised the service and compensated her (one newspaper's reporting of her account and screenshots; the company did not confirm the cause).

On 4 October a hotline worker said the matter would be passed on for checking and that the vouchers were sent to the customer's account during the reporter's call; on 5 October staff said it was still being checked. On 6 October Taopiaopiao staff said the related service had been optimised, with improved reply standards and risk prevention and control, and that the company had offered the customer a compensation plan she accepted, without disclosing it. The company did not say whether the assistant generated the word.