Chatbots are a powerful tool that are completely transforming customer service. They not only provide round-the-clock support, they also personalize every interaction. However, they present significant security and privacy risks. This comprehensive literature review aims to determine the vulnerabilities and threats associated with chatbots in customer service, and identifies effective mitigation strategies, including robust authentication mechanisms, end-to-end encryption, regular security audits, the implementation of security development lifecycles, MAC address authentication, and the use of blockchain technology.
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Zainabi et al. (2024) studied this question.
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