It is a widely appreciated and accepted concept that customer is king, and following this concept, solving customers’ problems and queries is an essential part of every business. A customer expects flexible engagement and fast resolution(s), and to resolve this, technology companies are developing AI based powerful chatbots. A chatbot is a software based on artificial intelligence that stimulates a text based online chat conversation, similar to messaging.
With the advent of this flexible and easy engagement software, that uses data provided by the customer, the concern for such data collection, usage, storage and transmission also arises. In the following paragraphs we will analyze, in brief, the rules and regulations that technology companies which provide and/or utilize chatbot services will have to adhere.
2. Incorporate safeguards in terms and conditions of use
There could be an instance wherein the Chatbot could provide an incorrect information to the user which would lead to the user making a decision based on the information provided. Such decision made on wrongful information could lead to financial losses and or any other damage(s), which increases the chances of potential litigation. The technology company could thus incorporate clause(s) in its terms and conditions of use that could eventually safeguard its interest in the given circumstances.
3. Ensuring the Chatbot does not infringe or violate any law
The Chatbot, being a software driven by artificial intelligence, must be programmed in such a way that it does not violate any law of the land. Any communication conducted by the Chatbot based on the information fed to it shall be a civil communication and should neither be obscene, invasive of another’s privacy, libelous, harmful to children nor contain software virus or any other computer code designed to cause damage.
4. Compliance of the proposed Personal Data Protection Laws of India
The Personal Data Protection Bill, 2019 was introduced in Lok Sabha by the Minister of Electronics and Information Technology in December, 2019. The Bill seeks to provide for protection of personal data of individuals. The Bill governs the processing of personal data pertaining to characteristics, traits or attributes of identity, which can be used to identify an individual. The Bill provides that processing of data will be subject to certain purpose, collection and storage limitations, and further provides several measures and steps that shall have to be taken by technology companies to ensure protection of personal data of users.
The liability, reputational risk and accountability that is connected with the use of Chatbot(s) should be minimized by technology companies by keeping, amongst others, the above mentioned in mind while engaging with a user through AI.