The Georgian Competition and Consumer Agency has established that JSC TTL USA Group (USA2Georgia) committed an infringement of the Law of Georgia on the Protection of Consumer Rights.
The case concerned a parcel transportation service for shipments from abroad. According to the consumer, notwithstanding full payment of the transportation and locker storage fees, collection of the parcels was not possible over an extended period.
Having examined the matter, the Agency established that the consumer had sought, on repeated occasions, to obtain relevant information from the undertaking and to have the matter resolved, but was met exclusively by an AI-based assistant, which issued the same automated response on each occasion. The system did not, moreover, allow for individualised examination of the consumer's issue, nor did it enable the consumer to be connected with a representative of the undertaking.
The GCCA clarified that recourse to artificial intelligence or other innovative technologies does not relieve a trader of its statutory obligations towards consumers. A trader is required to afford the consumer an effective and unimpeded means of communication with the undertaking.
In the Agency's assessment, an AI-based system must not constitute the sole channel of communication with a consumer in circumstances where the consumer is unable to obtain a specific response to the matter raised and cannot be connected with a representative of the undertaking. Where so requested by the consumer, the trader must ensure that the consumer is connected with an actual representative, who will examine the matter individually and competently.
Under the GCCA's decision, with a view to remedying the infringement, JSC TTL USA Group was instructed, within one month, to restore consumers' infringed rights and to bring its commercial practices into line with the requirements of the law.
Pursuant to the law, failure to comply with the Agency's decision within the prescribed time limit, or improper compliance therewith, may render the undertaking liable to a fine of up to two percent of its annual turnover for the preceding financial year. A repeat infringement within a period of twelve months shall result in the fine imposed being doubled.
