Indeed interesting, even in alternative reality if their argument is valid. They still "hired" the chatbot to provide service on their behalf and they are liable for it. Not lawyer, just spark of common sense ?
A human at least can bear responsibility. A chatbot cannot. That responsibility has to be absorbed by something. A company should be much more responsible for the actions of programs they run, than people they hire.
if a human makes that mistake the company is still responsible for it. the company can however then turn against that human they hired and sue them. if that court determines that said human does bear responsibility the company will get something back. that has no bearing on what the customer gets from the company however. so for the customer it is irrelevant how the mistake by the company was made.
