Part Five in a Series: Managing Risks of Technologies Emerging as Business Opportunities: Chatbots

什么是聊天机器人?

Chatbots are computer programs or artificial intelligence (AI) that conduct a conversation via audio or text.  这些程序通常用于对话系统, 包括客户bet9平台游戏场景, and are often designed to simulate how a human would behave during conversation.  Chatbots can be programmed to respond the same way each time or differently to messages containing keywords.  They can also use machine-learning to adapt their responses to fit the situation, as they are built to automatically engage with received messages.

One way for businesses to stay competitive is to automate as many of their processes as possible.  Chatbots assist in saving time and money which can then be allocated to other efforts.  它们也用于其他业务任务, such as collecting information about users and showcasing new products and services.  今天, most chatbots are accessed via virtual assistants (Amazon’s Alexa), 即时通讯应用(Facebook Messenger), 或者个人组织的网站或应用程序.

What does this growing digital technology mean for Internal Audit? 

As auditor skills must keep pace with growing technologies, audit efforts should be focused on where risk is going.  Technological risk factors continue to evolve as companies increase reliance on new technologies.  Emerging risk considerations for chatbots include the following:

• Customers have poor experiences with chatbots and are unable to accomplish their objectives when contacting a company.
• High dependencies on the network capacity and size lead to unreliable performance of chatbots for customers.
• Chatbot rules/scripts are incomplete or lead to inaccurate responses.
• Compliance with regulatory requirements is not assessed related to usage and rules/scripts.
• Inadequate governance procedures are performed to identify processes to implement chatbots, resulting in operational inefficiencies and investment losses.
• Attackers exploit vulnerability in chatbots, leading to a loss of sensitive information.

另外, 随着与聊天机器人的互动不断增长, 网络钓鱼出现了新的机会, 黑客和其他与网络有关的攻击.

Internal auditors must consider different support models for emerging technologies to provide businesses value.  渐进式风险管理实践, such as assessing the impact of potential future events, 应该被利用.  Internal auditors must respond proactively by helping organizations identify, 监控和管理风险.  This can be introduced by looking at risks from a high-level perspective, 检查政策/程序, 检查当前项目计划, communicating risks in the context of the business’s goals/objectives, and giving an overall opinion on how the business is managing emerging risk. 

如果你有关于聊天机器人的其他问题, we welcome the opportunity to discuss and advise on risk assessment.  请浏览我们的 风险咨询bet9平台游戏页面.