The dark side of customer service chatbots

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labbe5
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The dark side of customer service chatbots

#1 Post by labbe5 »

https://www.theverge.com/2018/9/18/1787 ... dvertising

In the wake of the Cambridge Analytica scandal, in which as many as 87 million Facebook users’ personal information was packaged and sold to a data mining firm, Facebook is still reeling over the unintended side effects of its growth-at-all-costs mindset and its unabated hunger for ever-more personal data from its 2.2 billion-person user base. The company is currently trying to regain user trust following the scandal, as well as reckon with its current influence on worldwide election processes, the news industry, and the spread of false and dangerous misinformation that has led to real-world violence in India, Mynamar, and elsewhere.

In this case, the WSJ report says not only did the banks find Facebook’s methods obtrusive, but the companies also pushed back against the social network and, in some cases, moved conversations off Messenger to avoid handing Facebook any sensitive data. Among the financial firms Facebook is said to have argued with about customer data are American Express, Bank of America, and Wells Fargo.

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