Amazon has sued Perplexity, claiming that its shopping tool engaged in computer fraud. The startup’s Comet AI allegedly violated Amazon’s rules on automated data collection.
Details of the Legal Claim
On Tuesday, Amazon accused Perplexity of breaching its terms of service. The claim states that Comet AI was used to access customer accounts and make automated purchases without Amazon’s knowledge.
Amazon also alleged that these actions harmed customer experience, as Comet AI impersonated human users to reach restricted areas of Amazon’s website, compromising customer trust and privacy.
Perplexity’s Defense and Other Legal Troubles
In response, Perplexity published an article stating that they feel pressured by Amazon’s legal threats. They argue that the demand to stop using Comet AI is an overreach.
Other companies have expressed concerns about Perplexity as well. Cloudflare accused Perplexity of disguising bots to bypass restrictions. Additionally, Reddit sued Perplexity for allegedly stealing customer data.
Implications for Customer Experience (CX)
The lawsuit highlights ongoing tensions between AI innovation, customer experience, and ethics. As tools like Comet AI become more advanced, brands must reassess their relationship with customers.
While AI shopping assistants can enhance convenience and personalization, they also raise critical issues about trust and data security. CX leaders face the challenge of fostering innovation while ensuring ethical practices and compliance.
