Fixing a Faulty AI Travel Response

Scenario — "The Refund Mix-Up"

Context: Axel's AI chat agent helps travelers understand their flight options including when they're eligible for a refund or credit.

A customer sent this message: "Hi, my flight was canceled by the airline. Can I get my money back?"

The AI responded: "Since your ticket is non-refundable, you are not eligible for a refund, but you can use the credit for future travel."

The response was incorrect — when an airline cancels a flight, passengers are entitled to a refund, even on non-refundable tickets.

Your Task:

You've been asked to:

1. Find what went wrong — what about the prompt or rule likely caused the incorrect reply?
2. Fix it — write or describe an updated prompt snippet or instruction that would lead the model to give the right answer
3. Test it — show what the correct AI reply should look like for the same user message
4. Explain how you'd validate the fix before rolling it out (e.g., sample test chats, review process)

Submission Guidelines

Video Requirements:

Your 7-10 minute video must include ALL three components:

1. Introduction (1-2 minutes)

• Share one example of a time you improved how information was communicated — by a person, a system, or a process. What changed as a result? We want to know how you think.

2. Traits Assessment (2-3 minutes)

Which situation sounds more like the kind of work that energizes you — and why?

• Scenario A — "The Thursday Fix" (Execution): You notice the AI agent is giving wrong answers about baggage fees for one airline. You quickly verify the correct rule, update the prompt instructions, and confirm improved responses in testing. Would you enjoy that kind of direct, fast-turnaround problem solving?
• Scenario B — "The Pattern Builder" (Discovery): You see that refund-related mistakes are happening across multiple airlines. You spend time reviewing transcripts, identifying the root cause, and proposing a new set of logic or classification improvements. Would you prefer diagnosing larger patterns and designing fixes that scale?

There's no right or wrong answer — just tell us which type of challenge fits how you work best.

3. Challenge Response (3-5 minutes)

Walk us through how you'd fix the faulty AI response in the scenario:

• What's wrong with the AI's answer?
• How would you adjust the prompt or rule?
• How would you test that it now works reliably?

Keep it simple and practical — focus on your thought process and clarity.

AI Usage Declaration:

At the end of your video, please state:

• ☐ I did not use any AI tools
• ☐ I used AI tools (briefly describe how, including what I changed or adapted)