ai hallucinations make customers ignore workers' warnings
customers are using chatgpt to dispute workers' advice on allergens and products, causing issues for retail and restaurant staff. workers are struggling to correct misinformation generated by ai.
the widespread adoption of generative ai tools is changing the dynamics of customer service, with some customers now expecting workers to validate information provided by chatbots. in the food service industry, workers are encountering customers who dispute warnings about allergens, citing chatgpt's advice. for example, a server in new york city reported that customers have ordered dishes containing shellfish despite being told of the allergen, because chatgpt claimed the dish was safe. similarly, customers are asking for products or features that don't exist, based on ai-generated information. workers are having to find ways to address these issues, including tactfully explaining that the ai's information may be incorrect.