Just a sample of many horror stories:
If you’re still going to risk it, make sure to have a media and #socialistening on alert, and a #crisisplan ready!
Your crisis plan should have key actions pre-approved by the management team:
1. A 24/7 alert system to flag when users start trying to break the chatbot to get it to do things you didn’t account for. This should combine external listening for those who do it for attention, and internal listening of your customer service and other front-line staff.
2. Immediate, pre-planned responses to different levels of severity – evaluate in what situations it can wait for an update vs. those that are so significant it might require a full shut down. Ensure business continuity for all levels.
3. Ensure to involve internal stakeholders in the decision-making process. A simple disclaimer may not meet all legal, regulatory, and compliance requirements.
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