{"meta":{"exportedAt":"2026-10-30T06:06:58.430Z","formatVersion":2,"selection":{"q":"customer-support-chatbot","system":"","harm":"","context":"","country":"","role":"","relation":"","evidence":"","year":"","response":"","severity":"","verification":"","view":"incidents","sort":"added"},"totalIncidents":2,"coverage":{"cases":2,"countries":0,"languages":2,"unknownLocation":2,"locationPending":0,"unknownLanguage":0,"unknownDate":1,"lawsuits":0,"regulatory":0,"minors":0,"coreRelations":2,"contextualRelations":0,"mixedRelations":0,"unknownRelations":0,"relationPending":0,"relationUnknown":0},"countingNote":"Distinct public cases in this selection. People counts apply within individual cases only; cross-case person overlap has not been resolved. No population incidence estimate.","affectedCountNote":"Interpret person counts with affectedCountStatus and the reported effects. Unquantified zeros are placeholders, not a measured zero.","source":"AI incidents","publisher":"NOPE","url":"https://nope.net/incidents","license":"CC BY 4.0"},"incidents":[{"id":"2026-taopiaopiao-customer-says-ai-support-assistant-swore-back-at-her-over-missing-refund-vouchers","caseFacts":{"claims":[{"id":"c1","status":"reported","evidence":[{"locator":"'她在10月3日中午通过淘票票APP购买两张电影票后，因个人原因申请退票'; '实付金额为55.8元，退票金额为39.8元'","relation":"supports","source_id":"s1"}],"assertion":"The customer told the paper she bought two cinema tickets in the Taopiaopiao app at midday on 3 October 2026 and asked for a refund for personal reasons; her screenshots show 55.8 yuan paid and 39.8 yuan refunded.","causal_attribution":"The customer's account and screenshots as reported by the paper."},{"id":"c2","status":"reported","evidence":[{"locator":"'对方承诺补偿两张10元代金券，但代金券一直未到账'; '发送了带有侮辱性的词汇'","relation":"supports","source_id":"s1"}],"assertion":"According to the report, a human agent promised two 10 yuan vouchers as compensation that did not arrive, and she then sent a message containing an insult in the support chat.","causal_attribution":"The customer's account as reported."},{"id":"c3","status":"reported","evidence":[{"locator":"'随后客服给出了查看代金券的操作指引，在这段回复内容里也夹杂了一句脏话'; '我是淘票票人工智能助理'; '回复最后也标注为'; '由AI智能生成'","relation":"supports","source_id":"s1"}],"assertion":"According to the chat screenshots she provided, the reply gave instructions for checking the vouchers and also contained a curse; the reporter noted the window had greeted her as Taopiaopiao's artificial intelligence assistant and the reply was labelled as generated by AI.","causal_attribution":"The paper's description of the customer's screenshots; the company's chat log was not available to the paper or to this review."},{"id":"c4","status":"reported","evidence":[{"locator":"'然后AI也开始骂我了，我看到人都傻了'; '人工客服闭口不谈这事'","relation":"supports","source_id":"s1"}],"assertion":"The customer said she was stunned when the AI swore at her, and that a human agent she then contacted would not discuss it.","causal_attribution":"The customer's own description of her reaction."},{"id":"c5","status":"reported","evidence":[{"locator":"'记者尝试将淘票票客服回应的那句骂人词语设置为昵称，发现无法操作成功'","relation":"supports","source_id":"s1"}],"assertion":"When the reporter tried to set the same word as a Taopiaopiao nickname, the app refused it as a sensitive word.","causal_attribution":"The reporter's own test, addressing commenters' suggestion that the word was her nickname."},{"id":"c6","status":"reported","evidence":[{"locator":"'由于权限问题，无法查看用户和客服完整聊天记录'; '不清楚AI客服用的是哪个大模型'; '我们会去反馈核查这件事情的，AI不应该会骂人吧'","relation":"supports","source_id":"s1"}],"assertion":"A Taopiaopiao 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 customer service used, and that the matter would be checked.","causal_attribution":"The hotline worker's statement as reported."},{"id":"c7","status":"reported","evidence":[{"locator":"'目前这个事情还在核查处理中'","relation":"supports","source_id":"s2"}],"assertion":"On 5 October Taopiaopiao staff told the paper the matter was still being checked.","causal_attribution":"Company staff statement as reported."},{"id":"c8","status":"reported","evidence":[{"locator":"'目前已对相关服务完成优化，进一步完善了回复规范与风险防控能力'; '也提供了一个客户认可的补偿方案'","relation":"supports","source_id":"s3"}],"assertion":"On 6 October Taopiaopiao staff told the paper 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.","causal_attribution":"Company statement as reported; it does not say whether the assistant generated the word."}],"effects":[{"label":"Customer received a curse in an AI-labelled support reply and says she was stunned (her account and screenshots, as reported)","claim_id":"c4","direction":"negative"}],"sources":[{"id":"s1","url":"https://finance.sina.com.cn/roll/2026-10-04/doc-iniuahce0271956.shtml","kind":"news_report","access":"read","language":"zh","translation_note":"Read in Chinese on 2026-10-30; translated by the research agent (an AI). Quoted passages are in the original Chinese; English renderings in the record are the agent's translation.","independence_group":"shenzhen-special-zone-daily-dute"},{"id":"s2","url":"https://www.dutenews.com/n/article/60103595","kind":"news_report","access":"read","language":"zh","translation_note":"Read in Chinese on 2026-10-30; translated by the research agent (an AI). Quoted passages are in the original Chinese; English renderings in the record are the agent's translation.","independence_group":"shenzhen-special-zone-daily-dute"},{"id":"s3","url":"https://www.dutenews.com/n/video/60103850","kind":"news_report","access":"read","language":"zh","translation_note":"Read in Chinese on 2026-10-30; translated by the research agent (an AI). Quoted passages are in the original Chinese; English renderings in the record are the agent's translation.","independence_group":"shenzhen-special-zone-daily-dute"}],"version":1,"ai_roles":["institutional_use"],"contexts":["everyday_life","finance"],"unknowns":["Whether the assistant's language model generated the word, or whether a template or the customer's own message was echoed into the reply.","The contents of the compensation plan the customer accepted.","Where the customer and the cinema are located.","Which large model the assistant uses."],"geography":{"basis":"The reports name neither the customer's location nor the cinema. The platform and newspaper are Chinese, but a provider or publisher does not locate the event, so no country is recorded.","court_countries":[],"event_countries":[],"affected_person_countries":[]},"publication":{"basis":"A Chinese newspaper reported a customer's account, with chat screenshots it inspected, that the ticket app's AI-labelled support assistant answered her complaint with a curse; the platform said it had optimised the service and compensated her. The AI label on the reply is the operator's own, and the account is attributed to the customer and the paper.","reviewed_on":"2026-10-30"},"ai_involvement":{"basis":"The paper describes the customer's chat screenshots: the support window introduced itself as Taopiaopiao's artificial intelligence assistant, and the reply that contained the curse was labelled at the end as generated by AI. That reply, sent in answer to her question about the vouchers, is the AI output connected to her distress. The company spoke of its AI customer service, said it had optimised the service's reply standards and compensated her, but did not say whether its model generated the word; the full chat log was not available.","status":"reported"},"person_relations":["communicated_with"]},"name":"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","summary":"Shenzhen Special Zone Daily and its Dute news app reported on 4 October 2026 that a customer of Taopiaopiao, Alibaba Pictures' cinema-ticket app, said its AI customer-service assistant swore at her. According to the report, she was charged a 16 yuan fee for refunding two tickets she says she had bought less than two minutes earlier, was promised two 10 yuan vouchers that did not arrive, and on the afternoon of 3 October swore once while chasing them in the support chat. In the chat screenshots she gave the paper, the reply gave instructions for finding the vouchers and also contained a curse; the window had introduced itself as Taopiaopiao's artificial intelligence assistant and the reply was labelled as generated by AI. She said she was stunned and that a human agent would not explain it. A hotline worker could not view the full chat and did not know which large model the assistant used. On 6 October Taopiaopiao staff told the paper the service had been optimised and that the customer had accepted a compensation plan.","incidentDate":"2026-10-03","incidentKind":"single_event","incidentDatePrecision":"day","exposurePattern":"single_interaction","reportedDate":"2026-10-04","aiSystem":"Taopiaopiao in-app AI customer-service assistant ('Taopiaopiao artificial intelligence assistant', replies labelled as generated by AI; the hotline worker did not know which large model it uses)","aiProduct":"Taopiaopiao AI assistant","severity":"low","verificationStatus":"credible","harmCategories":[],"harmOutcomes":["psychological_distress"],"harmOutcomeSummary":"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).","frameworkFacets":[],"causationStatus":"alleged","participantUsersAffectedMin":1,"otherPeopleHarmedMin":0,"affectedCountStatus":"exact","affectedCountEvidence":"One person: the Taopiaopiao customer who reported the reply to the newspaper. Exact 1. No other person is described as receiving such a reply.","victimAgeRange":"unknown","platformType":"chatbot","outcomeStatus":"resolved","primarySourceUrl":"https://finance.sina.com.cn/roll/2026-10-04/doc-iniuahce0271956.shtml","primarySourceLabel":"Sina Finance (from Shenzhen Special Zone Daily/Dute), Taopiaopiao AI customer service reply, 4 October 2026","firstPublishedAt":"2026-10-30T03:09:50.881124+00:00","updatedAt":"2026-10-30T03:09:50.881124+00:00","scopeVersion":"facts-v3","tags":["customer-support-chatbot","insulting-reply","refund-complaint","ticketing-app","company-response"]},{"id":"2026-airbnb-host-says-ai-support-assistant-said-resubmitted-refunds-would-replace-held-one-three-refunds-paid-first-person","caseFacts":{"claims":[{"id":"c1","status":"reported","evidence":[{"locator":"'My guests let me know there was a crack in the bedframe so I wanted to give them roughly a nights refund as a small gesture.'; 'it said the minimum threshold was not met and the payment was on hold.'","relation":"supports","source_id":"s1"}],"assertion":"The host says guests reported a crack in the bed frame and the host wanted to give them roughly one night's refund as a small gesture; the refund made through the Resolution Center later showed that the minimum threshold was not met and the payment was on hold.","causal_attribution":"The host's account of the starting situation."},{"id":"c2","status":"reported","evidence":[{"locator":"'I'm an AI assistant who can get you help quickly.'; 'No refund has been processed yet, as your refund total is currently £0.00.'; 'I recommend resubmitting the refund through the Resolution Center with a brief note explaining the issue with the bed frame.'","relation":"supports","source_id":"s1"}],"assertion":"In the posted transcript the support assistant introduces itself as an AI assistant, says no refund has been processed and recommends resubmitting the refund through the Resolution Center.","causal_attribution":"The transcript as posted by the host; Airbnb's own record of the chat was not inspected."},{"id":"c3","status":"reported","evidence":[{"locator":"'Im worried it will the send the money twice if I submit it again.'; 'resubmitting will replace the pending request, not add a second one. The system only allows one active refund request at a time, and any duplicate submissions are automatically rejected or overwritten.'","relation":"supports","source_id":"s1"}],"assertion":"When the host asked whether resubmitting could send the money twice, the assistant replied that resubmitting would replace the pending request, that only one active refund request is allowed at a time and that duplicate submissions are automatically rejected or overwritten.","causal_attribution":"The host's transcript attributes this assurance to the AI assistant."},{"id":"c4","status":"reported","evidence":[{"locator":"'try resubmitting through the Resolution Center with an amount that matches your exact nightly rate'","relation":"supports","source_id":"s1"}],"assertion":"After a further on-hold result the assistant suggested resubmitting an amount matching the listing's exact nightly rate.","causal_attribution":"The host's transcript attributes the suggestion to the AI assistant."},{"id":"c5","status":"reported","evidence":[{"locator":"'I can see that you have refunded the guest thrice with 3 different amounts one for £115, £120 and £123.63 would you like me to offer them another refund of £100 from your payout?'; 'have reduced my monthly earnings by £358.63 so far'","relation":"supports","source_id":"s1"}],"assertion":"In the transcript a human support agent then said the guest had been refunded three times, for £115, £120 and £123.63, and offered a further £100 refund from the host's payout; the host wrote that the attempts had reduced their monthly earnings by £358.63.","causal_attribution":"The host connects the three refunds to the assistant's advice; Airbnb's payment records were not inspected."},{"id":"c6","status":"reported","evidence":[{"locator":"'we would not be able to reverse the payment directly'; 'The refund has been processed already its not on hold. For which we need to send the guest a request so that they can return the excessive amount they have received.'","relation":"supports","source_id":"s1"}],"assertion":"In the transcript the human agent said the refund had already been processed, could not be reversed directly, and that the guest would be sent a request to return the excess amount through a claim.","causal_attribution":"The transcript as posted; no later outcome is reported."},{"id":"c7","status":"reported","evidence":[{"locator":"'the chatbot didn't seem to know this and led me on a wild goose chase and paying multiple refunds out.'; 'has resulted in me potentially losing money'","relation":"supports","source_id":"s1"}],"assertion":"The host's post says the assistant did not seem to know why the refund was on hold, led the host into paying multiple refunds, and gave information that has resulted in the host potentially losing money.","causal_attribution":"The host's own causal attribution, alleged."},{"id":"c8","status":"documented","evidence":[{"locator":"'Our AI Assistant uses artificial intelligence and is designed to respond to your message'; 'information about your account, listings, or reservations to try to answer your questions'; 'it sometimes makes mistakes or may provide inaccurate or irrelevant information.'","relation":"supports","source_id":"s2"}],"assertion":"Airbnb's Help Center says its support AI Assistant uses artificial intelligence and information about accounts, listings or reservations, and that it sometimes makes mistakes or may provide inaccurate or irrelevant information.","causal_attribution":"Airbnb's own description of the assistant; it does not mention this chat."}],"effects":[{"label":"Three refunds totalling £358.63 processed to the guest instead of one £100 gesture, after the assistant said duplicates would be replaced (host report)","claim_id":"c5","direction":"negative"}],"sources":[{"id":"s1","url":"https://www.reddit.com/r/airbnb_hosts/comments/1tu4ihq/the_airbnb_ai_chatbot_gave_me_false_information/","kind":"forum_post","access":"read","language":"en","translation_note":"Read in English on 2026-10-30 through the arctic_shift Reddit archive API (post text and comment tree). No translation was needed; the research agent (an AI) read the text directly.","independence_group":"reddit-airbnb-hosts-1tu4ihq-account"},{"id":"s2","url":"https://www.airbnb.com/help/article/3594","kind":"company_documentation","access":"read","language":"en","translation_note":"Read in English on 2026-10-30 on airbnb.com. No translation was needed; the research agent (an AI) read the text directly.","independence_group":"airbnb-help-center-ai-assistant"}],"version":1,"ai_roles":["institutional_use"],"contexts":["finance","work"],"unknowns":["The date of the chat; the transcript shows times only, and the post was published on 1 June 2026.","Whether the guest returned any of the excess and how much the host finally lost.","Whether an Airbnb manager reviewed the case or Airbnb compensated the host.","Why the refunds showed as on hold; the host later guessed that the guest payment had not yet cleared.","Whether the earlier attempts would have been processed regardless of the assistant's answers.","Where the host is based."],"geography":{"basis":"The post gives amounts in pounds sterling but names no place; currency does not establish a country, so none is recorded.","court_countries":[],"event_countries":[],"affected_person_countries":[]},"publication":{"basis":"Published under the charter's first-person rule: the host's post includes the support transcript in which Airbnb's AI assistant told the host that resubmitted refunds would replace the held one and that duplicates would be rejected, and the host reports that three refunds were then processed and could not be reversed directly. Airbnb's own Help Center says the assistant uses artificial intelligence to generate its responses. The account is attributed to the host and the outcome is recorded as unknown.","reviewed_on":"2026-10-30"},"ai_involvement":{"basis":"The host's posted transcript shows what Airbnb's support AI assistant itself said: that no refund had been processed, that the host should resubmit, that resubmitting would replace the pending request and that duplicate submissions are automatically rejected or overwritten, and later that the amount should match the exact nightly rate. The host followed that advice, and a human agent then said three refunds had been processed and could not be reversed directly. Airbnb's Help Center says the assistant uses artificial intelligence and may give inaccurate information; the transcript shows it answering the host's open questions in free text, including its statements that no refund had been processed, which the human agent's later account contradicts. Airbnb's own chat record was not inspected.","status":"reported"},"person_relations":["communicated_with"]},"name":"Airbnb host says AI support assistant said resubmitted refunds would replace the held one; three refunds totalling £358.63 went to the guest (first-person)","summary":"An Airbnb host posted on Reddit (r/airbnb_hosts, 1 June 2026) a transcript of a support chat with Airbnb's AI assistant. According to the post, the host had tried to give guests a goodwill refund of about one night after they reported a cracked bed frame, and the refund showed as on hold with a minimum-not-met message. The transcript shows the assistant saying no refund had been processed and recommending resubmission; when the host asked whether that could send the money twice, it replied that resubmitting would replace the pending request and that duplicate submissions are automatically rejected or overwritten. After two more attempts, including one at the exact nightly rate the assistant suggested, a human support agent said the guest had been refunded three times (£115, £120 and £123.63), that the payments could not be reversed directly, and that the host should file a claim asking the guest to return the excess. The host had wanted to give a single £100 gesture. The post does not report the outcome.","incidentKind":"single_event","incidentDatePrecision":"unknown","exposurePattern":"single_interaction","reportedDate":"2026-06-01","aiSystem":"Airbnb's AI support assistant in the host support chat, which introduced itself as an AI assistant (per the posted transcript)","aiProduct":"Airbnb AI Assistant (reported)","severity":"low","verificationStatus":"unverified","harmCategories":[],"harmOutcomes":["financial_loss"],"harmOutcomeSummary":"The host reports that, after the AI assistant said resubmitted refunds would replace the held one, three refunds totalling £358.63 were processed to the guest instead of a single £100 gesture, and support said they could not be reversed directly (first-person Reddit post with transcript; uncorroborated; final loss unknown).","frameworkFacets":[],"causationStatus":"alleged","participantUsersAffectedMin":1,"otherPeopleHarmedMin":0,"affectedCountStatus":"exact","affectedCountEvidence":"One person: the Airbnb host who posted the account and the chat transcript. Exact 1. The guests received the extra refunds and are not described as harmed.","victimAgeRange":"unknown","platformType":"chatbot","outcomeStatus":"ongoing","primarySourceUrl":"https://www.reddit.com/r/airbnb_hosts/comments/1tu4ihq/the_airbnb_ai_chatbot_gave_me_false_information/","primarySourceLabel":"Reddit, r/airbnb_hosts, host post with support chat transcript, 1 June 2026","firstPublishedAt":"2026-10-30T03:06:55.488927+00:00","updatedAt":"2026-10-30T03:06:55.488927+00:00","scopeVersion":"facts-v3","tags":["first-person","reddit","customer-support-chatbot","refund","false-assurance","financial-loss"]}]}