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A customer asked Virgin Money's chatbot whether he could merge his two Virgin Money ISAs. The reply above is what he got, because the profanity filter had flagged the bank's own name. He posted the screenshot, the bank apologised in the replies and said the assistant involved was an older one. It is the smallest failure on this page and it is here on purpose: no model hallucinated, no data left the building, nobody was defrauded. A word list written by somebody who did not check it against the company's own brand went into production and scolded a customer for saying the name on the card. Most AI failures inside a company will look far more like this than like anything else filed here.
Virgin Money, in Yahoo Finance
Please don't use words like that. I won't be able to continue with our chat if you use this language.
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