According to tech website Venture Beat, businesses which are switching to Facebook Messenger for all service interactions will soon regret their decision because of possible customer information leaks. If people want to get the tracking information of their orders online, chatbots are a perfect solution for a successful communication, but the story is not same when it comes to sensitive data like bank account information or insurance company details. “Conversations with these businesses can be complex, emotionally-driven and often require sensitive and personal information to pass between the two parties. Consumers of these organisations need frequent and ongoing interaction,” the report notes. Venture Beat says the privacy and security needs for such sensitive communication and transactions are very high and trusting Facebook chatbots will be a big challenge for customers. As it is, Facebook users dont trust the networking giant with their data. Another reason for Messenger chatbot failure is the desire of businesses of owning the data. When hopping to Messenger to take advantage of the new technology, businesses have to share the exclusive data with the social networking giant. And it is only natural that Facebook will use this information for its own gains. Companies will have to realise that by giving away the vital proprietary data and information to Facebook, they are also giving up control of the customer. “Facebook openly says it is using the data flowing through its Messenger for Business platform, companies using it would be right to enter that relationship with scepticism,” the report said. With that data in the hands of the company selling ads to your competitors, the result could be detrimental, the report noted.
