Security and Safety: Implications of Chatbots Interconnectivity

This report examines the implications of the growing trend of interconnectivity, specifically focusing on the security and safety concerns associated with chatbots. The report begins with an executive summary highlighting the core issues and then delves into an introduction to chatbots, defining th...Read More

Running head: IMPLICATIONS OF GROWING TREND OF INTERCONNECTIVITY
What are the Implications of a Growing Trend of Interconnectivity for Security and
Safety?
Name of the Student
Name of the University
Author’s Note:

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IMPLICATIONS OF GROWING TREND OF INTERCONNECTIVITY
Executive Summary
The main aim of this report is to understand the entire concept of chatbots and how to deal
with chatbots within an organization. Chatbots are types of programs that are majorly
designed for simulating the major procedure of human behaviour as a conversational partner.
It is also being referred to as a spy or chatterbot that are mainly utilized in dialog systems for
several practical purposes like acquisition of information or customer services. It is even
described as the major as well as the most advanced or promising interactive expressions
within machines and human beings. Utilization of chatbot can be termed as unethical and
hence should not be used in any organization or business. Chatbots are used by companies for
freeing up of customer service agents and ensuring that staff of marketing and sales are
working effectively. However, dealing with customers with robots or bots can lead to
customer dissatisfaction to some extent and customers might feel tricked when they would
realize that they are being interacting with a chatbot. This report has analysed security and
safety issues of chatbots on the basis of ethical theories.

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Table of Contents
1. Introduction............................................................................................................................3
2. Ethical Analysis of Growing Trends of Interconnectivity or Chatbots for Security and
Safety..........................................................................................................................................3
2.1 Utilitarianism Theory.......................................................................................................5
2.2 Deontology Theory..........................................................................................................6
2.3 Social Contract Theory....................................................................................................6
2.4 Character Based Theory...................................................................................................7
2.5 ACS Codes of Ethics........................................................................................................7
3. Conclusion..............................................................................................................................9
References................................................................................................................................10
Appendices...............................................................................................................................12

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1. Introduction
Chatbot can be stated as one of the major and the most significant computerized
program or even an artificial intelligence that eventually conducts a specific conversation
through textual and auditory methodologies (Abdul-Kader & Woods, 2015). Few significant
chatbots utilize sophisticated natural language processing system, however the simple ones
could scan for key words in the input, before pulling a reply with the most matching key
word or wording pattern from organizational database (Serban et al., 2017). The following
report outlines a brief discussion on chatbots and the implications of growing trends of
interconnectivity for safety and security. The four classical approaches of ethics would be
utilized for describing the scenario in a better manner.
2. Ethical Analysis of Growing Trends of Interconnectivity or Chatbots for Security and
Safety
Chatbots, although are extremely helpful and significant for any business to eradicate
complexities of client calls and customer agents; often indulges some of the core and
significant issues related to security and safety (Yan et al., 2016). A proper shield to the cyber
attack is required for removing the vulnerability and problems of chatbots in an effective and
efficient manner. The most significant reason for this type of issue is that the growing trend
of interconnectivity is quite high and should be considered on time. The major security issues
of chatbot due to the growing trends are as follows:
i) Encryption: The organizations eventually understand the concerns that customers
have or employ encryption to the chatbots within the respective data channel. In this
particular manner, the chatbots have access only to the encrypted channels and thus
communication is made through it (Xu et al., 2017). Encryption is required to be considered
for eradicating all issues related to chatbots.

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ii) Authentication: The second security issue that is required to be considered is
authentication. It is a procedure, in which the user requires to verify his or her identity and is
being utilized for bank chatbots (Ghose & Barua, 2013). The generated tokens of
authentication are responsible for verifying data, which is being requested through chatbots.
Authentication time out is the next significant security measure that is required to be
considered in this case. A specific generated token could even be utilized for a specific time
and then that application has to make one new token.
iii) Self Destructing Messages: A self destructing message is considered as one of the
most significant solution to any type of financial chatbot (Frank, 2013). As soon as
confidential data is being sent, the respective chatbot deletes the message forever from
system within a given amount of time.
iv) Personal Scan: While working with the personal information, a chatbot can bring
major issues related to security and safety. Transactions can be cancelled if these are not
secured.
v) Authorization: Lack of authorization is the next important security issue while
using chatbots (Noddings, 2013). The information is hacked by hackers and the data
confidentiality and integrity would be lost.
vi) Data Storage: If the data storage is not perfect, it could be extremely problematic
for the users or businesses to maintain security due to the implications of growing trend of
chatbots.
These security issues could be well explained with the help of ethical analysis and
ethical approaches (Peters, 2015). The description of ethical analysis of these chatbots usage
is provided in the following paragraphs.

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2.1 Utilitarianism Theory
Utilitarianism theory can be referred to an ethical theory, which majorly determines
correct from incorrect by simply emphasizing on the results (Critchley, 2014). This particular
theory is a major form of consequentialism and it eventually holds that the most ethical
alternative would be one, which has the capability of producing the greatest good for the
greatest number. It is the only moral framework, which could be subsequently utilized for
justifying any kind of security issue. It deals with those significant options, which are
providing maximum utility to the society or user. The various varieties of this utilitarianism
theory is described as the parts, which could be referred to as the consequences of an action
in terms of right and wrong (Durkheim, 2018). The major proponents of utilitarianism are the
most important and significant requirements that are needed to be considered on top priority.
Moreover, it even deals with all types of complexities and hence ensuring that every situation
is being judged on the basis of its utility as well as amount of utility produced.
The growing trend of chatbots is providing several significant advantages to the
businesses (Fromm, 2013). They are helping to remove the requirements of customer service
agents in every sector like financial, marketing and sales and hence the human resource
department of that particular organization is benefitted. However, due to this specific reason,
several employees are losing their jobs and this is highly affecting the economy and job status
of that particular country. Moreover, due to the continuous use of chatbots, security issues
could be high and the organization might face major issues related to privacy and the
customers might get dissatisfied to a high level (Gatens, 2013). Thus, since chatbots are not
providing various utilities to the society or organization, it is termed as unethical to use
chatbots in an organization.

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2.2 Deontology Theory
The deontology theory can be referred to as a normative ethical theory that the
morality of any action that is completely based on the fact that whether this specific action is
correct or incorrect under a series of rules and regulations and not on the basis of action
consequences. It is even described as duty or obligation as it could be extremely duty bound
that one should follow under every circumstance (Kagan, 2018). It is mainly contrasted with
consequentialism theory. Deontology majorly refers to an ethical framework, which is
dependent on every previously defined sets of rules as well as policies to properly function of
any specific system within the business environment. It involves few rules that are required to
be followed for judging any specific situation that it is right or wrong.
The consequences of the action or decision are however avoided and are considered
majorly. Any type of moral obligation occurs from the external and internal source like
cultural or personal values (Ross, 2013). Depending on the major system of deontological
ethics, a specific moral obligation can create major conflicts for the business and the
employees might not be satisfied. In the case study of chatbots, deontology theory could be
eventually involved. The significant issues regarding safety and security of using chatbots
could be extremely problematic for the business as efficiency of professionalism is not
enhanced under any circumstance (Ciulla, 2014). Moreover, the respective organization and
organizational customers are often dissatisfied and they cannot bring effectiveness in the
business. The entire situation to use chatbots is hence termed as unethical in nature.
2.3 Social Contract Theory
This social contract theory states that all individuals, who are living together in a
society in accordance to a significant agreement, which establishes political and moral
behavioural rules (Singer, 2013). Few individuals even believe that social contract should be
followed effectively for reducing the complexities by judging the situation morally either by

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the own choice or by situational analysis. These social contracts could be explicit like laws or
even implicit, like raising voice in a class. It even sets out which organization is following the
issues and moral obligations are being outlined. According to social contract theory, the
security and safety issues of chatbots could be termed as unethical as these are not following
a proper contract between the customers and business.
2.4 Character Based Theory
As per this particular theory, better determination of character, person or individual is
possible for stating him as good and also for making the action better. Character based theory
or virtue ethics even states that a good entity would eventually perform good actions (Abdul-
Kader & Woods, 2015). For the case study of chatbots, as the chatbots are itself good and
they provide major benefits to the business by resolving issues of customer care agents or
marketing and sales professionals, it can be stated that they are ethical according to the virtue
ethics and they would only perform good in each and every situation. Thus chatbots usage is
ethical.
2.5 ACS Codes of Ethics
The ACS code of ethics mentions about effectiveness and efficiency of a professional
and how to deal with the various ACS values (Serban et al., 2017). For understanding the
respective problem of growing trend of chatbots and to understand the issues and problems in
an effective manner, ACS code of ethics would be extremely effective and this is as follows:
i) The Primacy of the Public Interest: According to this code of ethics, a professional
should place the interests of the public over personal, sectional as well as business interests
and hence regarding chatbots security issue, public security and safety is considered and thus
it is unethical.

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ii) The Enhancement of Quality of Life: According to this code of ethics, a
professional should enhance the quality of life for checking people affected by the work (Xu
et al., 2017). Although, chatbots are providing professionalism to the business as customer
care agents are not involved, the various security and safety issues of this technology are not
considered and hence quality of life is not enhanced.
iii) Honesty: According to this code of ethics any entity should be honest. A chatbot is
honest as it only plays whatever is recorded previously. However, these could even termed as
dishonest as the hackers could use this opportunity for providing wrong information to the
user for gaining sensitive information (Ghose & Barua, 2013). At that point chatbots could be
termed as unethical or dangerous for the organization.
iv) Competence: According to this code of ethics, a professional or an entity should
work competently as well as diligently for the stakeholders. For any organization, the most
promising and important stakeholders are the customers. Hence, they should be treated well
and the business entities should work competently (Noddings, 2013). However, it is often
observed that due to the safety and security issues of chatbots, several customers are
dissatisfied and hence it could be termed as unethical.
v) Professional Development: According to this code of ethics, a professional should
comprises of professional development and one should even enhance the professional
development of their staff. In the case of chatbots, it is termed as ethical since professional
development is highly enhanced without any doubt. For this perspective, chatbots are ethical.
vi) Professionalism: According to the final code of ethics, a professional should
eventually enhance the respective integrity of the ACS and respect other stakeholders. For
this particular case scenario of chatbots security and safety, the businesses are not considering
respect for their customers and these customers are extremely dissatisfied with the technology

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(Yan et al., 2016). Moreover, they are even not following integrity of the ACS code and
hence is being termed as unethical in nature.
From the above ethical analysis of four classical theories of ethics as well as ACS
code of ethics, it is being analysed that the growing trend of chatbots usage is highly
enhancing the issues for safety and security and hence several problems are emerging here,
which should be eradicated on time.
3. Conclusion
Therefore, from the above discussion, it can be concluded that a chatbot is an AI or
artificial intelligence software, which could easily and promptly simulate a chat or
conversation with user within natural language with the help of mobile applications, web sites
and messaging applications or even through telephone. This is extremely problematic for the
organization and could reduce profit to a high level. All interactions with human beings could
be extremely challenging and hence the organization may face losses. The above report has
clearly described about safety and security issues that have been common for the organization
for using chatbots should be considered on top most priority. Four theories of ethical analysis
and ACS code of ethics are being used in this report for analysis of this issue.

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References
Abdul-Kader, S. A., & Woods, J. C. (2015). Survey on chatbot design techniques in speech
conversation systems. International Journal of Advanced Computer Science and
Applications, 6(7).
Ciulla, J. B. (Ed.). (2014). Ethics, the heart of leadership. ABC-CLIO.
Critchley, S. (2014). Ethics of deconstruction. Edinburgh University Press.
Durkheim, E. (2018). Professional ethics and civic morals. Routledge.
Frank, A. W. (2013). The wounded storyteller: Body, illness, and ethics. University of
Chicago Press.
Fromm, E. (2013). Man for himself: An inquiry into the psychology of ethics. Routledge.
Gatens, M. (2013). Imaginary bodies: Ethics, power and corporeality. Routledge.
Ghose, S., & Barua, J. J. (2013, May). Toward the implementation of a topic specific
dialogue based natural language chatbot as an undergraduate advisor. In 2013
International Conference on Informatics, Electronics and Vision (ICIEV) (pp. 1-5).
IEEE.
Kagan, S. (2018). Normative ethics. Routledge.
Noddings, N. (2013). Caring: A relational approach to ethics and moral education. Univ of
California Press.
Peters, R. S. (2015). Ethics and Education (Routledge Revivals). Routledge.
Ross, D. (2013). Foundations of ethics. Read Books Ltd.

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Serban, I. V., Sankar, C., Germain, M., Zhang, S., Lin, Z., Subramanian, S., ... & Rajeshwar,
S. (2017). A deep reinforcement learning chatbot. arXiv preprint arXiv:1709.02349.
Singer, P. (Ed.). (2013). A companion to ethics. John Wiley & Sons.
Xu, A., Liu, Z., Guo, Y., Sinha, V., & Akkiraju, R. (2017, May). A new chatbot for customer
service on social media. In Proceedings of the 2017 CHI Conference on Human
Factors in Computing Systems (pp. 3506-3510). ACM.
Yan, M., Castro, P., Cheng, P., & Ishakian, V. (2016, December). Building a chatbot with
serverless computing. In Proceedings of the 1st International Workshop on Mashups
of Things and APIs (p. 5). ACM.

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Appendices