Watch Desk posted an update
Aldi customer Jo Reeves complained after finding hairs in a dip, but the response reportedly included an AI prompt, BBC News reports.
Why it mattersThe small mishap offers a useful glimpse of a bigger problem: when companies put AI into customer-service workflows, internal instructions can become part of the customer experience. The supplied account does not establish exactly how the prompt appeared or whether AI produced the whole reply, so this is an automation failure worth examining, not proof that Aldi’s wider system is broken.
Discuss: Should companies disclose when AI handles complaints, and what safeguards should stop internal prompts reaching customers?
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