Chatbots are in the limelight in the media, but they are still in their infancy stage. They’re exciting, but also come with many risks.
A chatbot is an AI (artificial intelligence) that converses with humans through natural language on social media or messaging apps. Bots can be programmed to answer basic questions or carry out tasks like ordering things online – everything from pizza to plane tickets.
However, it is important for any organisation to identify where their customers are taking their chatbot to. Chatbots are vulnerable to cyberattacks and data breaches, making it critical that organisations don’t take this for granted.
Chatbot Security, The Consumer Perspective
As a consumer, it’s imperative to have a chatbot you can trust. This means you want to trust the information the chatbot is relaying to you, as well as the overall security of your inquiry or order.
It can be easy to think that chatbots are out of reach of hackers because, well, they’re machines. But this isn’t always the case. Here are some tips to help you be a more secure consumer:
Check for HTTPS
First things first, check the chatbot URL by looking for an HTTPS protocol at the beginning of the URL text. This often means that the website is secure, but it’s not always the case.
So how do you know if your URL is secure or not? You can run it through a site like https://securityheaders.io/ to see how your URL stacks up. The first tool you should check for is “X-Frame-Options,” which tells you if the website will allow other sites to embed itself into its webpages.
If it doesn’t have this header, your website may be embedded by an external site. This is important because if another site does embed your website, it can be compromised.
The next tool to check for is “X-Content-Type-Options,” which tells the browser to look at the content type of any incoming resources. If this part doesn’t match the request, the browser will refuse to load the resource.
Proofread Anything Chatbot Says
Chatbots are more than just something to spam you with advertisements, so it’s important to keep them on-brand. This means being skeptical of what they say and proofreading anything they outputted before hitting “reply.”
There are lots of instances where chatbots will read an order incorrectly or mess up the user’s account balance. To prove this, check the chatbot response for any mistakes or typos. If the bot is not 100 percent accurate, you’ll want to do some research on it before proceeding with an order.
Know Your Limits
Just because chatbots are great tools for your business doesn’t mean you should be using them all day long. Know when to use chatbots over traditional customer care.
Putting a chatbot into place can eliminate a lot of hassle, but there will be times the chatbot won’t know the answers you need.
The best way to know when to use a chatbot is by knowing your customer support limits. If you have a team that answers phones for 8-hour shifts, the chatbots should only be used during off hours.
One of the most important security measures you can take is to verify the data that a chatbot is sending back. This means you’ll want to double check any information being sent from the bot through a variety of channels.
You should always review the bot response with the actual order information, as well as any action logs.
Also, if you’re using the order from a customer via email, double-check that information they provided against what you’re receiving from the chatbot.
One of the most important steps when creating a chatbot is test it. Test it in different times, different places, and with different users so you can see how it works in real-time.
You can also test a lot of variables to see how a bot responds under various circumstances. This allows you to troubleshoot any issues that might arise. It’s one of the best ways to find out if your bot is secure for everyone.
Chatbot Security, The Producers Perspective
There are also many things an entrepreneur can do to help ensure that their chatbot is protected from hackers and other dangers.
These methods are generally the same as what you’d do with any website, but they’re even more important to be aware of with your bot. They’re also perfect to use as a checklist before releasing your chatbot into the world.
The first thing you’ll want to do is find an SSL certificate for your website. This protects you from hackers who might look into your site and then try to exploit any vulnerabilities they see.
If you’re using a bot platform like Chatfuel, don’t worry! They provide all of the security updates and features needed to protect your bot right out of the box. So all you need to do is plug in to your account and get your certificates.
Trusted Credential Management
Next, you’ll want to get a trusted credential manager, such as Azure AD or Okta. Talk with an administrator at either to see the best fit for your organization.
You may even want to use something like Okta and integrate it with other systems, such as Facebook and Slack, to raise the bar even higher on security.
By having this all in one system, you’ll be able to authenticate any user request to your bot and provide that user (or users) with a great experience. This will also help if your bot needs to send sensitive data like password reset codes to users.
Finally, creating a chatbot is perhaps the easiest form of authentication there is. You can have a chatbot ask users for a certain piece of information before they can proceed with an action.
The best way to do this is to create a custom policy and enforce it across all users. This will help keep your bot from revealing any sensitive information to the wrong people, especially if you see your bot being used in a public setting.
Chatbot is a new concept that has potential to be the best replacement for customer service departments, it is also can handle conversation in multilingual such as English, German, Chinese even chatbot Indonesia.
These methods can help you ensure that your bot will be secure. If necessary, consult with your web host to see if they can assist. Most common hosts allow you to use an SSL certificate, so just plug in and you’re good to go!
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