That one wasn’t the customer feeding it exactly what to say, though, it was the customer asking how to get a discounted price honored, what steps they would need to take, and they followed the chat bot’s instruction… A customer using a company’s bot in good faith to understand how a process works (one of the things it was supposedly meant for) is not the same as one blatantly abusing the bot’s design to get money for nothing.
In Canada, it might work. There was a court case where an airline had to honour its chatbot.
That one wasn’t the customer feeding it exactly what to say, though, it was the customer asking how to get a discounted price honored, what steps they would need to take, and they followed the chat bot’s instruction… A customer using a company’s bot in good faith to understand how a process works (one of the things it was supposedly meant for) is not the same as one blatantly abusing the bot’s design to get money for nothing.