AI Chatbot Vulnerabilities in Customer Support

AI-powered chatbots that can intelligently respond to customer queries are becoming increasingly common among businesses of all sizes.

Companies are not only building chatbots to handle queries on their websites, social media accounts, and through email, but also developing voice agents that can interact with customers over the phone.

While these AI support agents have many advantages compared to human customer service agents — such as lower costs, faster response times, and 24/7 availability — they also come with their own unique set of vulnerabilities.

The author provides a high-level guide that breaks down the risks of using AI in customer support and what can be done to mitigate them. You're probably aware of these, but worth always keeping in mind early in project risk and requirements analysis.