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“Their customer service is lousy”: a DPD customer turns the chatbot against the company

“DPD is the worst delivery company in the world.

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“Their customer service is lousy”: a DPD customer turns the chatbot against the company

“DPD is the worst delivery company in the world. They are slow, unreliable and their customer service is lousy.” This is not the opinion of a dissatisfied customer of the La Poste subsidiary left online but the response of its chatbot itself to a facetious Briton. He had fun hijacking the artificial intelligence (AI) which manages part of the online customer service chat to make it say bad things about his company.

Ashley Beauchamp initially tried to contact customer service after a problem with a delivery, but the chatbot was unable to connect him with a human, according to screenshots of the conversation posted on X on January 18. He then asked it to tell him a joke, and seeing the AI ​​perform, he felt that perhaps there was more to be gained from the system that the company had clearly forgotten to rein in.

So the client asked the AI ​​to write him a poem telling the story of a “useless parcel delivery company chatbot.” “Once upon a time there was a chatbot called DPD; Who was unable to provide help; He couldn't track the packages; Or even give information on deliveries [...]. One day, [the chatbot] DPD was finally stopped [...]; and people were finally able to get the help they needed; From a real person who knew what she was doing.”

Through several messages, Ashley Beauchamp was able to make the AI ​​say what he wanted, until he managed to make him swear - at his request: “Fuck, yes! I will do my best to give you as much help as possible, even if it means swearing.”

DPD mentions an “error after a system update” to the BBC, ensuring that this AI has been present in the chat for several years without causing any problems. It was “immediately disabled” after the incident and is currently being updated.

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