Chatbots in Business: Cloud Computing, Data Governance, Security

This report investigates the implementation and impact of chatbots within business organizations, using Lyft as a case study. It begins by introducing chatbots and their applications, particularly focusing on the role of cloud computing in facilitating their functionality, discussing Software as a Service (SaaS), Platform as a Service (PaaS), Infrastructure as a Service (IaaS), and Development as a Service (DaaS) models, along with their economic advantages. The report then delves into data governance, emphasizing its importance for managing and utilizing data generated by chatbots to enhance business processes, client satisfaction, and operational efficiency. It also explores the role of data analytics in leveraging customer data for better understanding and decision-making. Furthermore, the report addresses data quality and security concerns, highlighting the importance of ensuring data accuracy, transparency, and security measures, including encryption and authentication, to protect sensitive information. The report concludes by summarizing the key findings and implications of using chatbots in a business context.

Running head: CHATBOTS IN BUSIENSS ORGANIZATION
CHATBOTS IN BUSIENSS ORGANIZATION
Name of the Student
Name of the University
Author note

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Table of Contents
Introduction......................................................................................................................................2
Cloud Computing.............................................................................................................................2
Data governance..............................................................................................................................3
Data Analytics.................................................................................................................................5
Data Quality and Security................................................................................................................5
Conclusion.......................................................................................................................................9
Reflection.........................................................................................................................................9
References......................................................................................................................................11

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Introduction
The organization that has been taken into consideration is Lyft. Lyft is a transportation
based company that is located in San Francisco. Lyft has an enormous channel present in 640
cities of United States and 8 cities of Canada. The device that is taken into concern is chat bots.
This report will discuss about the implementation of cloud computing in the technology of the
cloud computing. Advantages and disadvantages of the usage of cloud computing will also be
discussed in this report. Proper discussions regarding the functioning of the data governance and
data analytics will also be stated in this report. This report will also discuss about the data quality
and security aspect of the chatbots.
Cloud Computing
According to Lebeuf, Storey and Zagalsky (2017), the main aspects of cloud computing
include sharing the infrastructure, numerous clients are allowed to share same technology
platform as well as an application instance. The services are allowed to access on demand in
various units that differ by service, various units like capacity, user, transaction or any
combination of these. Using cloud architecture, the companies are allowed to provide scalable
services. From the point of view of users, services are allowed to be flexible in nature and hence
there is no limit to growth. One more aspect of the cloud architecture includes the accessible
services; these services are accessed from anywhere using various devices. Various cloud models
results in two different types of cloud namely public and private. The public clouds are the ones
that provide various IT services to any customer through the internet. Private clouds offer
various IT services to a specific predefined group of clients or customers. Subgroup of various
private clouds and gives services in the same company or a particular corporate group. The
pricing model is with the help of consumption.

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According to Vaziri, Mandel, Shinnar, Siméon and Hirzel (2017), architectures of cloud
computing in the field of chat bots are as follows: -
 SaaS: this architecture involves software hosted as well as maintained on internet.
 PaaS: this architecture provides various users with the application platforms as well as
databases that are equivalent to various middleware services.
 IaaS: provides for hardware and infrastructure like networks, servers, storage devices and
many more. These run in the cloud that is available to users against a particular price per
bits that have been used.
 DaaS: this infrastructure involves development tools that are web based; these tools are
shared across various communities.
Economic advantages of cloud computing in the usage of chat bots
According to Dale (2016), Chat bots have been the latest trend that has started gaining
momentum in market, it is also known as cloud bot as a service. These bots are used as in order
to interact with humans on numerous platforms. The services provided include developing as
well as deployment of chat bots. Since bots are very easy to access and are very cost effective,
numerous large organizations have adopted this particular technology. Chat bots are proven to be
cost effective because they are programmed to carry out conversations with humans and reduce
the manpower required for this purpose. The reduction in manpower results in reducing the
investment made on the recruitment process for that particular post.
Data governance
According to Neff and Nagy (2016), data Governance one of major advantages that must
be taken into consideration for the better understanding of the data that are collected in the

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processing of the chat process that is conducted. This ensures the fact that the processing of data
gets performed as per the functioning of the system. This is one of the major reasons that the
functional process of the data management gets affected in a positive manner. With the help of
the data management section the main advantage that is gained is that the data that are once
gained can also be used for future refence. Storing of data is one of the main reasons that the
usage of the chatbots have been gaining higher robustness in the data management section. With
the help of the data management the main aspect that will be present includes the fact that the
data that will be gathered and generated from the chatbots will be transparent and highly
accurate. This high accuracy has been benefiting the business organizations that has been using
the technology of the chatbots. Another aspect that can be taken into consideration is that the
data are not only gathered by the chatbots are also transacted to the correct department.
According to Paikari and van der Hoek (2018), this distribution of the data as per the
departments that are concerned with makes the chatbots more useful. With the help of the data
orientation and compartmentalization the efficiency in the support providing system increases.
This increase in efficiency helps in bettering the processing of the business management. With
the help of the proper transaction and communication in between the different and developing a
bridge in between the different sections the main advantage that is enjoyed includes the fact that
the proficiency of the Lyft increases. This leads to the fact that the management of the client
handling gets performed in a better manner. Another aspect that must betaken into consideration
is that the client satisfaction due to such high accuracy benefits the Lyft and helps in developing
of good will. This is how the data governance section is dominated by the chatbots.
According to Brandtzaeg and Følstad (2017), the challenges that are faced inn governing
of the data that are collected includes the fact that in case the data that are collected are not

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having a specific domain of the data does not fall under the heading of a certain domain the chat
bots fail in making proper decision making and hence the data management section will get
managed as per the data analysis process. This issue has been the sole reason that the usage of
the chat bots in business organizations has not been increasing and despite several benefits
provided by the digital service the growth of the technology has not been accepted by all the
wings of the business sector.
Data Analytics
According to Wu, Wu, Xing, Zhou and Li (2016), data analytics is considered as one of
the most important functionalities of the chatbots. Data governance. Analyzing of data has been
the key to several business directories. Leveraging troves of customer data has been one of the
major aspects that provides better understanding of the need of the prospects that will be
benefitting the functional process of the management of the business organizations. The steps
that are taken by the chat bots for better data analytics and data governance includes having a
check over the structured data interactions and previous case data. With the help of better
analysis of the received data the data is sent to the addressed destination by properly analyzing
the data sets. After proper analysis of the data the data transaction process gets easier. After
understanding the section the data belongs to the chat bot sends the data towards the destination
and the accuracy rate of the judging of the data is very high and hence time required to complete
the process decreases. This is one of the main reason that commencing of the data management
effected the analysis of data in a better manner.
Data Quality and Security
Data Quality

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According to Feine, Morana and Gnewuch (2017), Data quality that is provided by the
chat bots are high. The main reason of high quality of data includes the fact that in the initial
stage the chat bot categorizes the data that makes the data accessible in a better manner and
utility of the data is made in a better manner. The data that are used for the process are generally
natural in nature. No amendments are done in the data that are gathered. This is one of the major
reason that the transparency of the entire process gets increased. Usage of cohesive data is one of
the major aspect that increases the accuracy of the process. With the usage of the cohesive data,
noise present in the system is low as well. Least biasing of data is present due to the usage of the
chat bots. With least biasing in the process the main advantage that is received includes proper
maintenance of transparency will be performed. The implications of poor data quality includes
failure of various project, in case poor quality of data is used in a particular project of application
development and data used in designing, coding and execution of the application is poor, this
might results in poor designing of the application, poor coding for the application and poor
quality of testing. This would further result in failure of the project or failure of customer
satisfaction due to poor quality of the application.
According to Maréchal (2016), the chosen digital service is chat bots; this service also
needs proper quality management of data. Chat bots are designed and programmed for the
purpose of chatting with humans. The quality is an important factor for the chat bots, they are
provided with numerous examples under various categories. This must be done in order to
provide more options to the chat bots for a particular option. Usage of natural data is also an
important aspect that describes the data quality in chat bots. Suppose chat bots are not designed
using good programs, it would fail in fulfilling the needs of the customers and in case of their
queries, it would fail in fulfilling the queries that are made by the customers.

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Security methods
According to Khan and Das (2018), Security of the chat bots have been a concern. The
data that gathered by the chat bot are stored in the data base. This leads to the fact that
vulnerability of the entire system remains. This remaining of vulnerability has been high. Due to
the security related issue the usage of the chat bots does not get their usage performed in a proper
manner.
The security measures that must be included are as follows: -
 Chatbots are becoming very popular as it enhances business productivity. However,
various security issues are associated with these chatbots. Hence, analysis of these
security issues is extremely important for business before they are integrated with the
business process.
 Encryption: people while communicating with chatbots wants to hide their personal
details as much as possible, especially when these chatbots are connected with banking
services. Companies identify this concern and they provide encryption while
communication is done through chatbots so that it is not easy to interpret this data that
shared through chatbots. This encryption is integrated throughout the communication
channel so that it is possible to ensure that communication is only executed through a
secure and encrypted channel.
 Authentication is the process of identifying and verifying the identity of any user. This
process is often considered for bank chatbots.
 When a user communicates with a chatbot, it first identifies the authenticity of that is.
Once this is done, an authentication token is generated and provide to the user. It them
verified data for which request is made to the chatbots. However, this token comes

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generated is only valid for some moment and once is deactivated, there is no way to
access data through the chatbot.
 Two-way verification is also considered in this process where a verification code is
provided to the registered email or and this need to be provided to the system for
verification..oy after certification is completed communication is started.
 Another Method considered for this security process is to authorization. Here identify of
the user is decided through the execution of certain task provided to them. The system
might send a push notification to the smartphone through which communication is being
done. This might include task like pressing the number sent to the smartphone through
push notification. Once users successfully complete this task, authorization is established
and the system provides access to the users to communicate with chatbot of a particular
network.
 The self-destructive messages are very much important for the banking sectors. Thus in
this case self-destructive messages need to be implemented within the banking sector.
The best solution for implementing the method of self-destructive messages within the
organization is chat-bots or specifically the financial chat-bots. The chat-bots can remove
a sensitive information from a system forever after some specific amount of time. Thus in
this way chat-bots can be used by the banking organizations for securing their crucial
information from the hackers and attackers.
 According to Klopfenstein, L.C., Delpriori, Malatini and Bogliolo (2017), Chat-bots are
very much useful gathering information about the users form them. In this case it is very
much important to ensure where this data will be stored and for how long it will be
stored. In the financial sectors user may have to provide payment related information to

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the chat-bots. Thus in this case the users are sharing financial information to the chat-bots
which is actually a sensitive information which must be handled very carefully. In this
type of cases the best solution is keeping this data encrypted so that only authorized
persons will be able access it.
Conclusion
Chatbots have been one of the major technologies that has been ever evolving in nature.
With the implementation of the technology many business organizations have been benefitted.
The main reason of this gaining of benefit includes the fact that the management section of the
Lyft gets affected in a better manner as the data that are generated and collected by the chatbots
are accurate in nature. With set of accurate data, the main advantage that will be gained includes
the fact that the business management process will get better. Usage of cloud computing has
been one of the main aspects of using the chat bots. With the help of implementing the chatbots
saving of time consumptions can also be made. This ensures the fact that the data that are stored
and transacted in the processing of the data sets are managed with higher efficiency.
Reflection
From the above report a basic understanding regarding the processing of the chatbots
were understood by me. With the help of the report varied sides of the usage of the chat bots
came into my notice. I have understood that the functionality of the chat bots have been
benefitting the business organizations that uses the technology (Galitsky 2019). I feel that the
accuracy in transaction of the data set will be very high. This will increase the processing of the
data transaction in a better manner. According to me, the main benefit that the chat bots provide
includes better provisioning of transparency in the data transaction. Gathering of data and storing
the same gets easier and hence the processing the data that are collected gets easier. According to

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me storing of data gets easier. In case the entire process was performed manually, data collection
would have been an issue but with the usage of the chat bots the entire data is automatically
stored in the cloud system (Neururer et al, 2018). Hence I can say that unlimited memory can be
gained. Gaining access to the data has been easier for the Lyft that implements chat bots. The
architecture system that is present in the system includes proper maintenance of data and hence
proper data management can be performed. I feel these are the reasons that usage of chat bots
have been increasing in a very fast rate. I have noticed that the acceptance of chat bots have been
high. But the main issue that I have detected is that existence of security issues affects the
functional process of the chat bots (Chernova and Mandzhiev, 2019). The data that are stored in
the data base of the system can be accessed by the imposters hence this is the reason I am
concerned with the security issue of the chat bots. According to me this issue can be mitigated by
providing security measures to the chat bots. Adding security to the chat-bot is also very much
important. As one can never be secured about the data while working with this type of sensitive
data. Due to this reason extra security is very much important. It has been seen that how apple
has secured their iPhone by adding touch id to their phone which works by recognizing the
fingerprint of the user. Thus it provides a secure environment for the authentication process.
Many organizations now use this fingerprint authentication process for performing security
related operations. Thus this security can be implemented for accessing the chat-bots (Bala et al,
2017). By the implementation of this extra security layer can be added for accessing the chat-
bots. Thus, more security layer can be added to the chat-bots. After implementation of this
security measure the security issues can be mitigated and hence proper results can be achieved
by Lyft.

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