In order to better serve customers, businesses are increasingly reliant on Artificial Intelligence (AI). These computerised systems collect information about customers, and then try and apply it to solving business problems.
AI is proving to be particularly helpful in the area of customer service. By monitoring conversations with customers, AI systems begin to detect patterns of behaviour that can be used to predict questions or problems in advance. Customer service agents can use these insights to “fix” issues more quickly, and to deliver a better quality of service to clients.
AI and chatbots – a match made in customer service heaven
Online retailers are also looking for ways to improve the shopping experience by making it easier for customers to access the information they need. Many are now using “chatbots” – automated systems that can answer questions in a text chat window on the website.
Initially chatbots are pretty dumb – they can only answer specific questions, which have to be worded exactly right or the system doesn’t understand. But when backed by AI, the system becomes much cleverer.
AI can be used to “learn” how customers think, and to answer vague questions. The more the system learns, the more questions it can answer, more quickly.
Good technology can be misused
Unfortunately AI and chatbots can be used for evil too. Because AI Is specifically designed to better understand us as individuals, it is an ideal tool for identity thieves. The more they know about you, the easier it is to impersonate you.
As a result, shoppers need to be extremely careful about the websites that they visit, and the systems they interact with. Talking with a malicious chatbot could be as dangerous as entering your credit card details into a phishing website.
As AI matures and becomes cheaper to operate, we expect to see more examples of criminals misusing the technology to commit more identity fraud-based crimes. Over time, these systems may even be able to pull together data from multiple sources, like your Facebook profile, as well as using information supplied to fake chatbots.
The more information the AI can access, the more detailed a picture hackers can build of you, your preferences and interests. Which means that when they do try and exploit your data, their efforts will be much more convincing – and likely to succeed.
How to protect against fake AI and chatbots
To help stay aware of these dangers, and to prevent being tricked my malicious AI and chatbots, you should install a robust anti malware toolkit like Panda Gold Protection. Not only will this help keep your computers virus free, but it will also alert you whenever you visit a dangerous site – or even block access completely.
Take a step towards protecting yourself today by downloading a free trial of Panda Security – you won’t regret it.