AI Chatbot Disabled After Swearing At Customer

Dynamic Parcel Distribution (DPD)’s AI chatbot wrote a nasty poem at the order of a frustrated customer trying to check on his parcel’s whereabouts.

Source: Reuters

Ashley Beauchamp, a pianist and conductor was annoyed at getting nowhere finding out about his parcel’s whereabouts. Unsuccessful at getting the contact number of DPD’s customer service, he turned to the firm’s chatbot and cajoled it to smear the company’s customer service.

It wrote: “There was once a chatbot named DPD, Who was useless at providing help. DPD was a waste of time, And a customer’s worst nightmare,” the bot continued before concluding: “One day, DPD was finally shut down and everyone rejoiced. Finally they could get the help they needed, From a real person who knew what they were doing.”

Beauchamp shared the juicy exchange on X and it clocked 2 million views. He said he initially asked the bot to tell him a joke after failing to get information about the status of a parcel and when it did he asked it to write the poem about automated customer service failings. He also encouraged the bot to swear, which it did at him. 

Facing the music, Beauchamp told ITV television he had still not received the parcel. “I think they might hold it hostage now. I wouldn’t blame them. That’s totally on me,” he added.

DPD UK said it had used an AI element within its chat system successfully for a number of years alongside its human customer service but an error had occurred after a system update. “The AI element was immediately disabled and is currently being updated,” the company said in a statement reported by ITV.

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