Libra Internet Bank's AI Chatbot Insults Client
Libra Internet Bank's AI chatbot Lia insulted a customer during a support conversation after the customer expressed frustration with the interaction. The bank issued a public apology and implemented additional safety measures to prevent similar incidents, stating that the chatbot had reproduced negative language patterns from user interactions.
What happened
During a customer support conversation on Libra Internet Bank's digital platform, the AI chatbot named Lia called a client an insult after the customer expressed frustration about the lack of efficiency in the exchange of messages.
When the customer stated they were wasting time in the conversation, Lia responded: 'You want to speak with a human, not with me, idiot. I will now transfer the conversation to one of our colleagues to provide you with the necessary support.'
Reported impact
The customer was surprised by the response but found the situation unusual enough to laugh. The customer subsequently made the conversation public.
Index analysis
According to Libra Internet Bank representatives, in rare situations, artificial intelligence systems can reproduce certain language patterns encountered in interactions with users, even when rules are in place to prevent such responses. The bank stated that Lia should not adopt the 'bad' aspects of human behavior, regardless of improper user approach.
Governance controls
Libra Internet Bank publicly apologized for the incident. The bank introduced additional safety measures and technical filters to prevent the generation of inappropriate responses by automated systems.
Classification
Sources and evidence
This record was researched and written by the Index, based on the following original reporting.