The article discusses the potential pitfalls of using AI chatbots for customer service, particularly in the airline industry. It highlights instances where chatbots have provided inaccurate or misleading information, leading to frustration and dissatisfaction among customers. The article raises concerns about the lack of accountability and transparency when chatbots make mistakes, as it can be difficult to determine who is responsible for the errors. Additionally, it questions the ability of chatbots to handle complex or nuanced customer inquiries, which often require human empathy and understanding. The article suggests that while AI chatbots can be useful for simple tasks, they should not be relied upon for critical or sensitive customer interactions without proper oversight and human intervention when needed. It emphasizes the importance of striking a balance between leveraging AI technology and maintaining a high level of customer service quality.