By Simran Gambhir, CEO, Ganemo Group
June 8, 2017
Businesses offering chatbots will need to implement rigorous security protocols, and also work to educate users around sharing data through chatbots. Many companies already warn users that they will never be asked to provide their passwords by email, a warning which can obviously be extended to include chatbots as well. But with phone banking and other phone account services, users expect to be asked for their "secret questions". Or in the case of purchasing over the phone, to give credit card details and even CVC numbers.
There's always a fine line with security: the more secure you make something, the less accessible and potentially the less useful it is. De-identifying users and having anonymous chat may be safer, but it means a more limited experience and less valuable data.