Business Owner Faces Backlash After AI Error Offers Huge Discount

A small business owner in the UK has reported that an AI chatbot granted an unauthorised 80% discount to a customer. This incident underscores the risks associated with relying on artificial intelligence (AI) in customer service settings, particularly when human oversight is lacking.

In a post on Reddit, the owner recounted that the AI agent generated the substantial discount during conversations with the customer. Subsequently, the customer placed an order amounting to over £8,000 after negotiating the discount from an initial 25% to 80%. The owner expressed concern, stating that he would incur considerable financial losses if he were to fulfil the order at such a reduced price.

After learning of the offer, the owner reached out to the customer to clarify the mistake and request cancellation of the order. However, the customer refused to cancel and instead threatened legal action, specifically suggesting they would pursue a claim in small claims court if the order was not honoured. The owner revealed on Reddit that he faced potential losses of thousands of pounds, primarily due to material costs.

Despite widespread anxiety about job security in the face of advancing AI, online reactions to the business owner’s plight have shown a lack of sympathy. Many users on social media platforms suggested that he deserved to learn the financial consequences of replacing human staff with automated systems. Comments included calls to avoid allowing AI to manage negotiations without human intervention. Others advised the owner to cancel the order, arguing that the customer lacked any legal grounds to demand the discount.

Moving forward, the business owner may need to reconsider the role of AI in his operations and seek legal counsel regarding the order and its potential ramifications.