Chatbots - Legal friendly?
Nowadays, it is difficult to determine whether a natural person or Chatbot is talking to a customer on a Company's website. And not without a reason. Companies around the world are looking for ways to improve their customer service culture and Chatbots seems to be an integral part of it. If you still don't know - Chatbot is Artificial Intelligence masterpiece. They are software programs that can simulate a conversation with user in natural language, using for example messaging applications, Company Website or mobile applications.
There are few types of Chatbots. "Clikbot" - responds to keywords with pre-programmed answers. Other Chatbot version is "Smart Chatbot". This kind of Chatbots is developed with Artificial Intelligence and Machine Learning to understand and respond to a conversation in a human-like manner.
Another important legal aspect of the use of such technologies is the possibility of providing false information. Chatbots themselves cannot be liable to the customer, because they do not have their own legal personality. Company which makes Chatbot accessible to the customer is more likely to become liable for the damages and user financial losses caused by receiving incorrect information from Chatbot. Legal risks regarding liability may be reduced by providing regular and accurate Chatbot testing trough random conversations. Companies should ensure internal policies regarding Chatbot monitoring, permitted activities, data collection and processing, as well as all human intervention possibilities.