As businesses increasingly adopt AI-powered chatbots into their operations, these risks cause significant losses in cost, legal liabilities, operational errors, and reputational damage.
- Samsung employees leaked confidential company information using ChatGPT to review internal code and documents.
- Air Canada was ordered to honor selling tickets below cost value due to a discount that its chatbot had fabricated.
- A Chevrolet dealership’s chatbot was tricked into offering a $76,000 Tahoe for $1.
How to Use AI-Powered Chatbots Safely
When implementing AI-powered Chatbots into your business process, proceed with caution and plan strategically to avoid these costly mistakes.
- Keep human oversight & define clear boundaries: Define what chatbots can and cannot do. Ex: A human reviews and approves all sales before confirmation.
- Be transparent: Let customers know when they are interacting with AI and offer easy access to human support.
- Invest in protection: Chatbot insurance (Technology Errors & Omissions or Cyber Liability) is a specialized coverage that protects businesses from financial losses, legal liabilities, and reputational damage caused by errors, malfunctions, or misuse of AI-powered chatbots. Ensure coverage includes hallucinations, defamation, IP infringement, and model drift.
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