Decision Tool

Emerging Technology Risk Assessment: Chatbots

A Sample Risk Assessment For Enterprises Preparing For Chatbot Deployment

August 2nd, 2021
With contributors:
Merritt Maxim , Benjamin Corey , Peggy Dostie

Summary

To help security and risk leaders understand how to apply the existing Forrester Risk Taxonomy Framework to any emerging technology, we’ve developed a sample risk assessment for chatbots. Chatbots — AKA conversational agents, virtual agents, and conversational digital workers — have become common for customer support and employee assistance. Their use cases are already expanding, and advanced chatbots will use emerging tech like natural language processing (NLP) to become more intuitive, providing much richer customer experiences and functionality — and more risk.

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