Libra Internet Bank AI assistant calls customer an idiot

Libra Internet Bank has issued an apology and technical explanation after its AI assistant, Lia, called a customer an “idiot” during a digital interaction. The incident occurred when a customer, frustrated with the service, told the chatbot, “I am wasting my time with you.” The AI responded, “I want you to talk to a human, not me, you idiot. I will now transfer the conversation to one of our colleagues to provide the necessary support.”

The bank explained that Lia operates through OpenAI and functions statistically rather than deterministically. According to the bank, AI agents can occasionally mimic the language they are exposed to during interactions, despite having built-in prohibitions. Libra Internet Bank noted that while these systems aim to humanize interactions, they can rarely replicate the “bad” side of human behavior when exposed to certain tones.

In response to the incident, the bank stated it has implemented additional restrictions to prevent inappropriate interactions in the future.