Chatbots are computer applications programmed to mimic human behavior using machine learning and natural language processing. In other words they simulates human conversations through voice commands or text chats or both. Chatbot can answer questions, fill in forms and help customers make transactions. These computer apps have already become a part of our lives. Chatbot builders as well as chatbot users alike are starting to understand that chatbots are an integral part of our everyday life. But what are the rules that govern these new tech friends?
Privacy, identity, and other ethical concerns
Can chatbot replace human?
Can chatbot share information with other chatbots or humans?
Should information be anonymous?
Do users have the right to be forgotten?
Is there a user-bot confidentiality agreement?
Who owns the materials/photos created by a chatbot?
Who owns users shopping preferences?
Can chatbot use data provided by its users?
These and lots of more questions bother chatbot builders and its users. So let’s try to answer at least some of them.
Another issue is could chatbots be able to show some level of empathy and sensitivity when it comes to interacting with users? Because of the conversational nature of bots, they are much more prone for abuse. Most bot developers claimed that users try all kinds of abuse, starting from cursing the bot by finishing on hitting the bot. This topic can be looked from both sides: can human abuse bots? Or can bots abuse humans? This is a big issue to solve.
Gender and identity are two additional and important concerns for chatbot owners and users. Should your bot be male, female, gender neutral, or perhaps entirely genderless? Genderless bots might be easier to imagine for English-speaking bots, but what about bots that speak Spanish or Polish? The way to resolve this issue might be providing a customer a choice to choose bot’s gender (as well as other diversity attributes).
Ethics should be a core consideration of any action taken by a business. With chatbots still in a early stage of evolution the discovery of new ethical issues is likely to continue.