AI hallucinations are making entitled customers even worse
Service industry workers are reporting increased friction with customers who prioritize AI-generated information over professional expertise. These 'AI hallucinations' are leading to dangerous situations regarding food allergies and dismissive behavior toward trained staff like sommeliers.
Why it matters
This illustrates the real-world social consequences of AI adoption, where users place misplaced trust in LLMs over human experts, creating safety and service challenges.
Madison, a server in New York City, greets every table by asking about each diner’s allergies. Lately, there have been some close calls. “Sometimes people will tell me they have a shellfish allergy, and I’ll come back, and they won’t ask me any questions,” says Madison, who asked that her last name be withheld to protect her identity. “And they’ll order a fish dish that comes with a broth that is made of shellfish.”
When she tells them a dish contains an allergen, she’s had guests push back, saying ChatGPT disagrees. “They just want to talk to ChatGPT,” Madison explains. “You’re allergic to shellfish, and ChatGPT says there’s no shellfish in this, and we are telling you, yes there is!”
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