What is Chatbot?
A chatbot is a software solution that uses machine learning to converse (or chat) with another online user. When a user visits a bank’s, credit card company’s, healthcare provider’s, or even a software company’s website.
A pop-up will appear a few seconds after you land on the page, or sometimes immediately upon arrival, saying something like “Hi, how can I help you?” or “Is there anything specific you’re looking for?” If the user responds to the prompt, the user’s conversation with the bot will begin. Additional prompts may be provided based on the user’s responses, or the user may be redirected to a live representative for assistance.
Chatbot Security Threats
Malware attacks, phishing, and distributed denial of service (DDoS) attacks are all examples of one-time events. Security problems are long-term issues that must be addressed regularly.
Fortunately, there are security protocols users can implement to increase chatbot security if they decide to use them. In that regard, the process is similar to any other system that involves the introduction of sensitive data. The level of security of the user’s chatbot can be determined by the user’s reaction.
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Are Chatbots Reliable?
The question of whether or not a chatbot is reliable is complex because there is no proper answer. Even the strongest and most secure systems can have flaws and be vulnerable to security risks.
How does chatbot security work?
There are numerous ways to secure chatbots. Here are a few methods for securing chatbots:
- Two-factor authentication: Users are required to provide personally identifiable information in two ways. For example, entering a username and password and then responding to responses such as OTPs (one-time passwords) sent to the user via email or phone.
- Use a Web Application Firewall (WAF): A WAF safeguards websites against unwanted traffic and harmful requests. It can help prevent a computer virus from being implanted into your chatbot’s widget.
- User IDs and Passwords: Rather than allowing anyone to use your chatbot, make them registered users to obtain usernames and passwords. Criminals prefer easier targets. As a result, even taking an additional step like registering with a website can deter a would-be cybercriminal.
- End-to-End Encryption: Anyone other than the intended receiver and the sender may not see any part of the message or transaction as a result of this. To ensure encrypted connections, “HTTPS” websites, for instance, offer transport layer security or a secure socket layer.
- Biometric Authentication: Instead of user IDs and passwords, biometric information and fingerprinting would be used to grant access.
Conclusion
Chatbots are an exciting and innovative advancement in customer service, technology, and AI that has the potential to transform the way businesses interact with their customers. The technology represents a major step forward in customer service provision: it’s a user-friendly portal that makes use of already-familiar technology, provides a more personalized experience, and responds to customer queries faster. They do, however, raise several critical security concerns. They are a potential backdoor for those looking to extract valuable personal data or gain access to secure systems. A chatbot, when properly secured, is a safe application that can significantly improve the customer experience, allow organizations to cut costs, and present a valuable opportunity to automate high-volume customer inquiries.
