When a brand offers a Facebook Messenger bot, any Facebook Page administrator can view full transcripts of the bot’s conversations, along with basic profile information for users who’ve interacted with the bots. While this does allow human representatives to step in when a bot conversation derails, it could expose personal data to the bank’s marketing team or other employees who aren’t supposed to have access, Chivukula says.
“That’s not to say you can’t have a banking chatbot on Facebook, but it just limits the kind of things you can do,” Chivukula says. So while a bot that provided generic information about fees and mortgage rates would be fine, a bot for checking your account balance could be troublesome.
“Now, you’re talking about personally identifiable information, because to get you your balance, I would have to verify that you are who you are, and then you start getting near the gray zone,” Chivukula