APPLICATION SECURITY
important to be selective h when and how AI is used nteract with customers ”
PRANAV DESAI CHIEF PRODUCT OFFICER , REPUTATION most attacks to come from account checker bots ( 46 %) – these are used by bot operators to see if usernames and passwords that have been leaked also work elsewhere in a ‘ credential stuffing ’ attack . Sniper bots ( 32 %), and scalper bots ( 29 %) were identified as the second and third most common in our research ,” added Platt .
Chatbot success dependent on the nature of the query Pranav Desai , chief product officer at Reputation , said : “ It ’ s important to be selective with when and how AI is used to interact with customers . Especially in a world where , depending on the nature of the query , customers may not want to speak with a ‘ bot ’ and may even get frustrated , thereby exasperating the issue and jeopardising the business ’ relationship with the individual .”
Here , said Desai , the difference is understanding the nature of the enquiry . “ For instance , AI that identifies when a human operator and touch are needed to resolve a serious complaint , against times when an enquiry is received out of hours and an automated AI-generated response can ensure a customer feels heard until an operator is back online to get in touch with them ”.
Soeren Bech , vice president , EMEA , Persistent Systems , said that “ technological developments in recent years have elevated simple chatbot functionality to the more refined and complex realm of Conversational AI ( CAI )”.
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