New Delhi, Nov. 2 -- The government's draft rules to regulate content generated by artificial intelligence (AI) on online platforms have received mixed reviews, with negative opinions outweighing positive responses. However, most reactions missed one critical factor: these rules deal with only a limited aspect of AI misuse and, as such, fail to bridge a huge gap. The reality is that many customer-facing companies have perpetrated the most egregious use (or misuse) of AI, resulting in the systematic disenfranchisement of Indian consumers. This calls for a larger, omnibus legislation.

My family's two experiences during the recent Diwali break exemplify problems that many customers face in their interface with AI, especially due to its unth...