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Tech, Technology, UK

NEWS: Virgin Money chatbot reprimands customer who used the word ‘virgin’

A logo at a branch of Virgin Money bank is seen in London, Britain, March 6, 2013. REUTERS/Toby Melville/File Photo

By PAUL O’DONOGHUE, Senior Correspondent

VIRGIN Money’s AI-powered chatbot mistakenly flagged the word “virgin” as inappropriate during a customer inquiry, highlighting the challenges of deploying artificial intelligence tools in customer service.

David Birch, a fintech commentator and Virgin Money customer, shared the incident on LinkedIn, including a screenshot of his query: “I have two ISAs with Virgin Money, how do I merge them?” The chatbot responded:

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