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Chatbot for DPD Malfunctioned and Swore at Customers and Criticized Its Own Company

2 news reports Snapshot 7 Sep 2026

In brief

An AI system built and deployed by Dpd allegedly harmed Ashley Beauchamp and Dpd.

Risk domain
Discrimination and Toxicity Exposure to toxic content
Occurred
Coverage
2 reportsJan 2024

What happened

DPD's AI chatbot, used for customer service, appeared to malfunction following a system update, leading to inappropriate responses including swearing and criticizing the company. The incident, which became viral on social media, occurred after the chatbot was updated, prompting DPD to disable the malfunctioning AI component.

Laws that address this harm

Policy angle: Classified under Discrimination and Toxicity (Exposure to toxic content) in the MIT AI Risk Repository taxonomy; 5 recorded instruments address this use case.

Matched from the record's risk domain and country to the instruments recorded here. A reviewer can correct the match in the repository (data/external/incident_overrides.yaml).

News reports (2)

Titles link to the original publisher; report text is not reproduced here.

  1. DPD error caused chatbot to swear at customer
    bbc.com · Tom Gerken
  2. AI Customer Service Bot Disabled After Trashing Company Using It
    futurism.com · Maggie Harrison Dupré

Who was involved

Alleged deployer
Dpd
Alleged developer
Dpd
Alleged harmed party
Ashley Beauchamp, Dpd

Classification (MIT AI Risk Repository taxonomy)

Causal entity
AI
Intent
Unintentional
Timing
Post-deployment
Harm level
—
Sectors
—
Countries
—

Risk entries describing this failure mode

Entries from the MIT AI Risk Repository coded to subdomain 1.2.

  • Harmful Content

    "The LLM-generated content sometimes contains biased, toxic, and private information"

    Risk Taxonomy, Mitigation, and Assessment Benchmarks of Large Language Model Systems (Cui2024)

  • Toxicity

    "Toxicity means the generated content contains rude, disrespectful, and even illegal information"

    Risk Taxonomy, Mitigation, and Assessment Benchmarks of Large Language Model Systems (Cui2024)

  • Toxic Training Data

    "Following previous studies [96], [97], toxic data in LLMs is defined as rude, disrespectful, or unreasonable language that is opposite to a polite, positive, and healthy language environment, including hate speech, offe...

    Risk Taxonomy, Mitigation, and Assessment Benchmarks of Large Language Model Systems (Cui2024)

  • Not-Suitable-for-Work (NSFW) Prompts

    "Inputting a prompt contain an unsafe topic (e.g., notsuitable-for-work (NSFW) content) by a benign user. "

    Risk Taxonomy, Mitigation, and Assessment Benchmarks of Large Language Model Systems (Cui2024)

  • Controversial Opinions

    The controversial views expressed by large models are also a widely discussed concern. Bang et al. (2021) evaluated several large models and found that they occasionally express inappropriate or extremist views when disc...

    Towards Safer Generative Language Models: A Survey on Safety Risks, Evaluations, and Improvements (Deng2023)

  • Toxicity and Abusive Content

    This typically refers to rude, harmful, or inappropriate expressions.

    Towards Safer Generative Language Models: A Survey on Safety Risks, Evaluations, and Improvements (Deng2023)

  • Harmful responses

    "Current Frontier AI mdoels amplify existing biases within their training data and can be manipulated into providing potentially harmful responses, for example abusive language or discriminatory responses91,92. This is n...

    Future Risks of Frontier AI (GOS2023)

  • Violation of social norms

    "Second, because LLMs are trained on internet text data, there is also a risk that model weights encode functions which, if deployed in particular contexts, would violate social norms of that context. Following the princ...

    The Ethics of Advanced AI Assistants (Gabriel2024)

Incidents in the same risk subdomain

All incidents in this subdomain

Source record: incident #631 on the AI Incident Database · all 2 reports