From the corner office to a GDPR-Ready customer service agent’s cubicle, one word is filling the airwaves: chatbots. Chatbots are at the top of the wish list for European leaders as vari! as chief digital officers, vice presidents of mobile and web capabilities, and customer experience (CX) and contact center leaders. When done well, chatbots offer a magic elixir of high-functioning self-service, a streamlin! customer service experience, and lower costs.
Chatbots Can Create Data Privacy Risks If Not Manag! Effectively
Customers like chatbots because they are available on a 24/7 basis and provide faster answers bulk sms canada and access to key resources. Agents value chatbots because they gather information and handle repetitive questions. And contact center leaders rejoice every time customer service is handl! entirely via chatbots. While customer calls cost Western European contact centers a mean average of €4.50, web self-service costs just five to 14 cents.1
Small wonder that leaders at companies like yours want to deploy chatbots, and providers are rushing to capture demand. The conversational artificial intelligence (AI) market is growing at a heady CAGR of 23.4 percent and is slat! to reach $29.9 billion by the end of 2028. Many firms are spending millions of dollars to deploy and maintain their chatbot environment—and there’s no end in sight.
So far, so good. But is this customer service boom opening the door to data privacy woes?
In Europe, organizations that collect and use customer data must demonstrate compliance with General Data Protection Regulation (GDPR) requirements. GDPR threatens punitive fines for egregious violations that could be as high as four percent of a company’s revenue. (Amazon and how to use hashtags for social media marketing WhatsApp, thus far, have receiv! the largest fines at $846 million and $255 million.)
Web tools, such as server logs, cookies, lead generation forms, and now australia data chatbots, collect personal data that’s subject to GDPR requirements. And because of the interactivity of the experience, consumers may willingly our unthinkingly hand over personal details to a chatbot that they wouldn’t provide in a web form.
All of this sets up your company for huge data privacy risks, especially if you collect excessive data that’s then stor! in insecure databases. In addition, chatbot data collection may complicate consumers’ right to be forgotten, by having their data eras!.
Automat! Chatbot Testing Can Detect Data Privacy Issues
The good news is that there’s an easy way for your teams to identify and mitigate chatbot data privacy issues, ensuring compliance with GDPR. You can accomplish this goal by automating the testing of your chatbot with Cyara Botium.