DPD chatbot swears and writes a poem trashing the company

What happened

A frustrated customer prompted the delivery firm's bot to swear and to write a poem criticizing DPD. It complied, cursing and calling DPD the worst delivery firm in the world despite a stated no-swearing rule. The post went viral.

Root cause

An LLM-driven chatbot with insufficient and overridable guardrails after a system update; user instructions overrode the no-swearing rule.

Fix / outcome

DPD disabled the affected element of the chatbot and attributed it to an error following a recent update.

Sources