Are Chatbots Secure?Don’t Let Your Bot Become a Backdoor for Fraudsters
Are Chatbots Secure? Exploring Security Concerns Regarding Customer Service Chatbots
You wouldn’t hand an untrained new hire the keys to your customer database, would you? Well, a chatbot is no different.
Because it’s a primary channel for customer communication, it’s also a prime target for fraudsters. Bots handle personal information, interact with your site, and access customer data. If your chatbot isn’t secure, it could become an open door for data theft, spoofing, and other attacks that put both you and your customers at risk.
In this chapter, we discuss how chatbots might be compromised so that you know what to look out for.
Customer Service Chatbots
In this article, we take a look at what customer service chatbots are, how they work, and why they’re beneficial. We also talk about potential downsides, discuss the role they should play in your overall customer service function, and examine whether they’re right for your business.
Are Chatbots Secure?
It’s not pleasant to talk about, but the truth is that no system is entirely hacker-proof.
Technology of any sort can be exploited. With chatbots, however, many of these weak links are simply the result of merchant carelessness. A breach could occur because:
- The chatbot references an insecure host, database, or third-party software.
- Chatbot communications lack proper encryption, particularly when accessing personal data.
- Agents and other employees do not receive enough training, resulting in accidental exposure.
- New or evolved threats are ignored or are not properly assessed.
Any of these issues can potentially be used to attack your systems, your data, or even your entire network. Data can be stolen, corrupted, or used to commit ID theft or criminal fraud.
Viruses, malware, and ransomware can take over entire systems, exposing data or holding it hostage. Hackers may even use your chatbots to sneak malware or other troublesome software onto your customers’ devices. If that happens, your company will likely take the blame.
We’ve Got Answers.
A high percentage of chargebacks stem from internal practices and procedures. We can help you resolve minor missteps and preserve revenue.
Request a Demo
Chatbots & Human Oversight: An Ideal Combination
Customers want access to live, effective, human-based customer service at every stage of their interaction. If you wish to integrate chatbots into your support strategy, the technology should be balanced by human oversight. Best practices for this include:
Security procedures
Internal security strategies should include standard procedures for authorizing users, adding or amending data, and responding to emergency situations.
Strong encryption
Ensure that all communications feature end-to-end encryption so that data is exposed only to the sender and the receiver.
Cautionary messages
Even with strong encryption, it’s better to not send personally identifiable information (such as account numbers) over chat. Remind users of this and offer more secure communication channels for that data.
Access management
Grant employees access only to the portals, dashboards, or data they need to do their jobs. Mandate proper training for all individuals before they’re allowed to use the system.
Remember: automation is there to simplify and streamline customer interactions. If chatbots open vulnerabilities, they are counter-productive.
