The Air Canada chatbot case is a preview of where AI liability is heading.
The bot gave a customer the wrong policy. The customer relied on it. Air Canada tried to argue the chatbot was responsible for its own actions.
The tribunal basically said: no, it’s your system.
That’s what every company deploying agents needs to understand.
Once AI starts answering, recommending, approving, refunding, booking, or executing on behalf of a business, the output is no longer “just a model response.”
It becomes an operational decision.
And operational decisions need rules, records, and accountability.