Automated review summarization can materially change which user signals are surfaced; for practitioners this raises model-evaluation and safety-evaluation priorities for consumer-facing NLP. Reporting by consumer group Which? and multiple outlets found that Tripadvisor's AI-generated hotel overviews and its chatbot downplay or omit reports of food poisoning, hygiene failures and sexual harassment. The Guardian, The Times and Metro cite the Riu Palace Santa Maria case where more than 400 holidaymakers are involved in group legal action and The Times reports seven deaths among guests since 2023. The OECD.ai incident monitor classifies the event as an AI incident. Which? and news coverage recommend that readers "scroll past these summaries and look at guest reviews," according to Rory Boland, editor of Which? Travel (quoted in The Guardian).
Brands Deploy AI-Generated Influencers on Social Media