Metrolinx apologized for 'inappropriately' using artificial intelligence to respond to a customer complaint on X about GO Transit service from Rogers Stadium after a Coldplay concert. The AI-generated tweet, which was later deleted, was deemed 'condescending' by an MPP. Metrolinx stated that while its social media accounts are run by employees, a contract center vendor inappropriately used AI, and they have now provided clear direction prohibiting its use for customer queries.
Metrolinx apologizes for ‘inappropriately’ using AI to respond to customer complaint about GO Transit service from Rogers Stadium
Apple-newsToronto
AI Summary
TL;DR: Key points with love ❤️Metrolinx apologized for 'inappropriately' using artificial intelligence to respond to a customer complaint on X about GO Transit service from Rogers Stadium after a Coldplay concert. The AI-generated tweet, which was later deleted, was deemed 'condescending' by an MPP. Metrolinx stated that while its social media accounts are run by employees, a contract center vendor inappropriately used AI, and they have now provided clear direction prohibiting its use for customer queries.
Trending- 1 Last month (June 2025): Rogers Stadium opened
- 2 Monday (July 7, 2025): Coldplay concert at Rogers Stadium
- 3 Tuesday (July 8, 2025): Customer complaint on X; AI-generated response posted and deleted
- 4 Thursday (July 10, 2025): Metrolinx apology and news report
- Metrolinx issued an apology
- Metrolinx provided clear direction to its vendor prohibiting AI use for customer queries
- Public criticism of GO Transit service and Rogers Stadium logistics
- MPP calls for adjustments to GO Transit schedules for concertgoers
What: Metrolinx apologized for inappropriately using artificial intelligence to respond to a customer complaint about GO Transit service.
When: The customer complaint and AI response occurred on Tuesday (July 8, 2025), following a Coldplay concert on Monday (July 7, 2025). Metrolinx issued an apology on Thursday (July 10, 2025).
Where: Toronto, Ontario, Canada, specifically concerning GO Transit service from Rogers Stadium (located at Downsview Park GO in North York).
Why: A vendor supporting GO Transit's social media accounts inappropriately used AI to draft a customer service response, which was perceived as condescending and did not meet Metrolinx's customer support standards.
How: An AI-generated tweet was posted in response to a customer's complaint on X. This led to public criticism, including from an MPP, prompting Metrolinx to issue an apology and clarify its policy on AI use by vendors.