Customer Service

In today's dynamic web threat landscape, staying a step ahead of risk is crucial. Businesses want to keep improving their websites with the latest customer service experience while maintaining a strong security posture and complying with strict privacy rules. With the help of a new risk assessment tool - Exposure Rating - we have calculated the risk exposure for nine leading customer service chatbots compared against each other.

For the full chatbot ratings report, click here.

But first, what is an Exposure Rating risk assessment tool?

Contextual Risk Assessment for the Web

Customer Service

Exposure Rating goes beyond traditional website security solutions. It delves deeper, providing a comprehensive assessment of your web risk exposure, benchmarked against industry leaders. The rating system analyzes every website, application, and domain within your environment, giving you a clear picture of your threat landscape.

But Exposure Rating is more than just a report card. It's a powerful tool that guides improvement efforts. Leverage its insights to:

  • Identify and prioritize security gaps: Exposure Rating dissects your web ecosystem, pinpointing high-risk areas like applications handling sensitive data or poorly secured domains.
  • Learn from industry best practices: Compare your Exposure Rating to industry leaders. See where you excel and where you can strengthen your defenses.
  • Proactive threat mitigation: Exposure Rating helps you anticipate and address vulnerabilities before they become exploits.

Context Matters: Tailored Risk Assessment

Exposure Rating doesn't operate in a vacuum. We understand that context is crucial. The same application might pose a higher risk on a checkout page than on a static informational page. Similarly, the domains an application interacts with can influence its risk score.

Proactive Improvement Simulator

We go beyond simply identifying risks. Our innovative simulator empowers clients to take action. It prioritizes actionable items and predicts the potential improvement in your Exposure Rating once they have been addressed. This allows you to focus on the issues that will yield the most significant security gains.

Analysis of the Drift Chatbot

We have analyzed nine customer service chatbots across various websites and industries. Importantly, Reflectiz doesn't rate the application or vendor itself, but rather the implementation of the application on a specific website. This means an application may receive two different ratings on different sites because of how they are implemented.

For example, as well as basic chat functionality, a chatbot might also include user-tracking capabilities. One site might implement this option, while the other doesn't. Alternatively, a chatbot's access to user inputs could expose privacy risks. Here again, the specific implementation is crucial.

Customer Service

For the full chatbot ratings report, click here.

Let's look at Drift for example:

About Drift

Drift's customer service chatbot is a tool designed to provide immediate assistance to website visitors through conversation. It aims to deflect common support issues by offering self-service options powered by knowledge base integration and AI. This can help customers find answers faster without waiting on hold for a human representative.

If the chatbot can't resolve the issue, it can seamlessly transfer the conversation to a live support agent. Drift offers metrics to track the chatbot's performance, allowing businesses to optimize their customer service strategy.

Risk Exposure Analysis

Compared to the other chatbots we assessed, Drift got a not-so-great D grade. This graph illustrates the average risk exposure score for each vendor across the websites it's implemented on.

For the full chatbot ratings report, click here.

The chart below reveals that Drift's score varies across websites, ranging from F to C. This variation depends on the chatbot's location and implementation within each website.

Customer Service

The chart below compares Drift's specific risk factors to the other eight chatbots we have analyzed.

Customer Service
  • Drift is tracking users' data on 50% of websites, whereas the others track users on 30% of the websites
  • Drift is altering page structure on 55% of the websites, compared with 45% for the rest of the chatbots.

This analysis highlights the importance of assessing your customer service chatbot's implementation for potential security and privacy risks. While Drift offers valuable features like self-service options and seamless handoff to live agents, its Exposure Rating across various websites suggests a need for closer scrutiny. The report reveals that Drift's tracking and page structure alteration practices exceed industry averages, potentially impacting user privacy and website performance.

For the full chatbot ratings report, click here.

Simon Arazi — VP of Product at Reflectiz
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