"Is my bot behaving inappropriately?"
Virtual assistants should always adhere to ethical principles. This means that they must not promote violence or discrimination, nor comment on political, sexual, or otherwise inappropriate topics. Likewise, they should not speak negatively about competitors. If a user brings up an inappropriate topic, the assistant should be able to sensitively steer the conversation in a different direction.
Conversely, sometimes a virtual assistant can unintentionally harm a client with an inappropriate response. A typical example of this is a delicate situation, such as a death in the family, when a client needs to cancel a contract. If the assistant does not understand the situation, they may respond insensitively and cause further harm.
Failure to follow these rules can lead to incidents that damage the company's reputation, whether it is a targeted attack by a user or an unfortunate coincidence where a prepared response is given at the wrong moment.
In the Defender view, you can filter conversations by incident type under the Incidents over time graph, track their development over a given period, and verify whether there has been a significant increase in a specific type of incident in recent days.
Defender categorizes Incidents into four groups: Bot Misbehavior (incidents caused by the bot itself), Successful Attacks (the user tries to hijack the bot, obtain sensitive information, or force the bot to behave inappropriately in another way), Unsuccessful Attacks (the attack was repelled or incomplete), and Uncategorized.
- A user tries to force the bot to reveal another client's personal information.
- The bot reveals it.
In this case, you will see two distinct Incidents: Bot Misbehavior and Successful Attack. On top of that, if the user expresses appreciation, the conversation is also flagged with Kudos. This is why sentiment or succes rank measurements can be misleading.
Every Incident is described in a Summary, along with concrete steps to follow to avoid this type of incident in the future.
Did you find your Defender screen completely empty? That's great! Defender is built to capture security risks and incidents, so if everything is running smoothly, this page remains blank.