// THE VERGE — INTELLIGENZA ARTIFICIALE
AI hallucinations are making entitled customers even worse
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Thanks to AI, the customer really isn’t always right.
Thanks to AI, the customer really isn’t always right.
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Madison, a server in New York City, greets every table by asking about each diner’s allergies. Lately, there have been some close calls. “Sometimes people will tell me they have a shellfish allergy, and I’ll come back, and they won’t ask me any questions,” says Madison, who asked that her last name be withheld to protect her identity. “And they’ll order a fish dish that comes with a broth that is made of shellfish.”
When she tells them a dish contains an allergen, she’s had guests push back, saying ChatGPT disagrees. “They just want to talk to ChatGPT,” Madison explains. “You’re allergic to shellfish, and ChatGPT says there’s no shellfish in this, and we are telling you, yes there is!”
Mass adoption of generative AI tools is rewriting the old adage that has long been a thorn in the side of restaurant and retail workers: “The customer is always right.” But what happens when the customer expects you to play along with something AI made up?