The Bot Did It
Companies are deploying AI chatbots and agents as if they are official representatives when the systems save money, answer customers, summarize information, or reduce friction. When the same systems produce false or harmful answers, those companies often try to distance themselves from the output. The Air Canada chatbot case showed the absurdity of a company disowning a chatbot it placed in front of customers, while the German Google AI Overviews ruling points to a broader shift in how AI-generated summaries may be treated when they create new statements rather than merely direct users to third-party information. The central issue is not whether AI systems make mistakes. They do. The issue is whether companies can use those systems as agents of the business while avoiding responsibility for what those agents say and do. If liability is priced honestly, weak AI deployments become more expensive, serious governance becomes unavoidable, and “the bot did it” becomes less a defense than an admission.