SLA as mechanism to manage risks related to chatbot services

  • Author(s) / Creator(s)
  • Intelligent Chatbot services become one of the mainstream applications in user help and many other areas. Apart from bringing numerous benefits to users these services may bring additional risks to the companies that employ them. The study starts with the review of the scale of chatbot industry and common use cases by focusing on their applications and industry tendencies. Review of functionality and architecture of typical chatbot services shows the potential risks associated with chatbots. Analysis of such risks in the paper helped to build a checklist that security managers can use to assess risks prior to chatbot implementation. The proposed checklist was tested by reviewing a number of Service Level Agreements (SLA) of real chatbot providers.

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  • Type of Item
    Research Material
  • DOI
  • License
    Attribution-NonCommercial 4.0 International