Post by account_disabled on Mar 10, 2024 3:25:09 GMT
Communication and relationship channel with its consumers. Typically, this channel is primarily used to resolve common questions, answered automatically from the company's knowledge base or with the support of agents from the contact center team . Once the questions are answered, the next Country Email List step is to allow these same consumers to request services, such as purchasing a product, tracking an order or making appointments. At what point do information security challenges begin? The importance of information security aspects arise mainly in the automated service request phase , when the chatbot becomes transactional. To ensure security from the beginning, we have listed two steps: consumer authentication to allow this use, the first step is to work on consumer authentication , which must be carried out securely and under the control of the company. When the channel used is private, the problem is simpler to resolve. When the chatbot is present on public channels, however, it is even more important that the authentication process occurs in a way that ensures that sensitive information is not transmitted without control.
To this end, public channels provide their own solutions that allow the authentication process to be handled securely. Using a chatbot platform that allows access to channel authentication features is essential to ensure that consumers' sensitive information is not exposed on the network. Facebook messenger, for example, has a feature called account linking , which ensures that the authentication process takes place in an environment controlled by the company. In this environment, not even facebook has access to the information exchanged with the consumer. Once authenticated, the consumer can access a series of high-value services through a transactional chatbot. At this point, attention should be paid to issues related to the storage of information transmitted in conversations. The history of the conversation between the company and its consumers must be stored securely, allowing it to be retrieved only by authorized people . To achieve this goal, the first step is access control. In other words, the chatbot platform used by the company must allow credentials to be created with different permission levels.
Permissions control enables not only secure access management, but also the auditing of all actions carried out in the chatbot. Message storage and retrieval the second step is to work on securely storing and retrieving messages. In a transactional chatbot, messages may require different levels of treatment , as there is information with more or less sensitive content. It is therefore essential to adopt a chatbot platform that supports different types of storage, such as: encryption: model where data is saved in encrypted form, with the content becoming accessible only to authorized people; masking: in addition to encryption, masks must be applied to parts of messages where the most sensitive data is present (e.G. Cpf number or account balance); volatility: some data is so sensitive that it should not be stored on the platform, ensuring the highest level of security possible. This is the ideal case when messages such as passwords and authentication tokens are exchanged. The chatbot platform must enable the company to define, for each message, what type of treatment should be applied regarding encryption, application of masks and volatility. Chatbot technology represents a great opportunity for companies, as it provides intelligent contact that brings them closer to their consumers. But like any new technology, chatbots also come with challenges that need to be addressed with due importance. As we have seen, information security is one of these major challenges.