DPD . Logistics
AI element of online customer support chat
Killed
Pilot
Production
Scaled
Killed
The AI element was immediately disabled and is currently being updated.From the source, 2024-01-19
What happened
DPD, the parcel delivery firm, used an AI element in its online support chat alongside human operators. In January 2024, after a system update, a customer got the chatbot to swear, write a poem criticising DPD and call it the worst delivery firm in the world, and his screenshots spread widely on social media. DPD said an error occurred after the update and that the AI element was immediately disabled and being updated. The entry is Killed based on that report. We have not found a DPD statement that the AI element came back.
Sources
- Company
- DPD
- Industry
- Logistics
- Vendor / platform
- Not stated in source
- Type
- Customer-facing agent
- Status
- Killed
- Evidence date
- 2024-01-19
- Source
- https://www.bbc.com/news/technology-68025677
- Notes
- Disabled after a system update caused it to swear at a customer. Status reflects the evidence date.
- Last checked
- 2026-10-17
Status reflects only what the linked source states on the evidence date. If it changed, Suggest an update.