‘Rider holding my family hostage, I might die’: Zomato chatbot experiment goes viral, message shocks users (opens in new tab)

A customer's alarming test of a food delivery chatbot, after a missing order, revealed its apparent inability to process critical information. The user reported a fabricated hostage situation to gauge the AI's response, only to receive a generic customer service suggestion. This incident, shared on Reddit, sparked widespread debate about the effectiveness and reliability of automated support systems in handling genuine customer grievances.