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: