Why would a business consider using a chatbot? A chatbot enables the end user to receive an instant response to a question or issue. The intended result is that the end user saves time, which is intended to increase his or her satisfaction and translate into increased business sales and leads. For example, an e-commerce retail business may consider using a chatbot to direct end users to the specific pages of the website when the end user asks about a particular clothing item he or she wishes to purchase, or it will give information on a product when an end user queries the product’s applications.
Although chatbots are innovative and transform aspects of the online business landscape, it is crucial to consider the rights of the end user, and the obligations of the chatbot customer and provider under POPIA. The purpose of POPIA is to protect the constitutional right to privacy. However, this should not stifle innovation, and organisations using chatbots and those that provide this service should receive appropriate legal advice to ensure POPIA compliance. Read this insightful article by Maison Samuels of Webber Wentzel in the June edition of EngineerIT.