PayPal

Incidents involved as both Developer and Deployer

Incident 7481 Report
Erroneous Declined Transaction Notification by PayPal AI Assistant

2024-06-19

On July 13th, 2024, a user reported an incident involving PayPal's generative AI chatbot. The chatbot allegedly incorrectly informed the user of a declined transaction that never occurred, causing confusion and prompting a call to customer service for clarification. This false alert suggests a flaw in the AI system's reliability. The incident created unnecessary labor for both the user and PayPal's human support, demonstrating the potential harm of deploying generative AI without thorough testing and error handling mechanisms.