Amazon wrongly disables Echo account after hearing racial slur
Occurred: July 2023
Baltimore-based Microsoft engineer Jackson discovered he had been locked out of his Amazon Echo account one day after a delivery driver had dropped off a package.
It turned out the driver had reported 'receiving racist remarks' from his Ring doorbell, although it had actually said 'Excuse me, can I help you?' to the headphone-clad driver, according to home video footage reviewed by Jackson.
Amazon failed to inform Jackson that his account had been suspended, took six days to review his complaint, did not inform him when his case was finally resolved, and did not apologise.
Operator: Brandon Jackson
Sector: Consumer goods
Purpose: Provide information, services
Technology: NLP/text analysis; Natural language understanding (NLU); Speech recognition