When a business moves its services online, it runs the risk of losing the close connection it had with customers. This affects customer loyalty and sometimes means lost revenue. Thanks to technology, some businesses have deployed artificial intelligence (AI) chatbots to keep customers engaged in a two-way conversation. 

What is an AI Chatbot?

An AI chatbot is a piece of software powered by artificial intelligence that is placed on websites and other applications to interact with humans.

Chatbots are not a new technology, and it’s worth noting that there is a difference between AI chatbots and flow chatbots. Flow chatbots follow a pre-determined path defined by a developer; AI chatbots are self-trained, meaning they give feedback depending on the information supplied by the customer. They use natural language processing and machine learning technology to turn complex business interactions into simple conversations through text or voice.

This makes AI chatbots smarter because they learn over time.

According to a report by Markets and Markets, the conversational AI market is expected to grow from $4.8 billion in the year 2020 to $13.9 billion by 2025.   

AI Chatbots in Business

AI is no longer reserved for large enterprises only. Small businesses can now leverage conversational chatbots on applications such as Facebook.

The demand for chatbots has been driven by customers who need round-the-clock assistance from businesses. In most cases, businesses are slow to adapt to new technologies – especially because of the related costs. But the many benefits of AI chatbots make it worth adopting. Below are some of the ways that AI chatbots are being used in businesses:

• Customer inquiries – The bots help reduce customer service workload and can serve customers outside typical working hours. This means there is no need to struggle to manually respond to inquiries as the AI chatbots can be used to automate customer feedback, including in emails. The customers also no longer have to wait a long time to connect with a customer care representative.
• Personalizing interactions – conversational AI helps personalize interactions relevant to each user. AI chatbots learn the behavior of a client to provide personalized conversations.
• Data analysis – Businesses have a greater understanding of their clientele once the conversational data is analyzed.
• Sales representatives – they offer product suggestions for customers who are not sure what they are looking for.
• Lead qualifying – instant feedback helps keep a prospect interested and eventually turn them into a paying customer.
• Candidate vetting – Interested applicants converse with the AI chatbot, which then helps to filter for new hires.
• Free HR staff time – for businesses that have many employees, the conversational chatbots help answer employee questions depending on their job function, geographical location and date. It’s also useful in reminding employees of tasks that need to be completed. This frees time for the HR staff to concentrate on other tasks that help improve job satisfaction and reduce staff turnover.
• Increased engagement – the ability to answer emails and queries instantly helps keep the customer engaged. This enhances a business brand differentiation.
• Fast information retrieval – a human can take a long time to retrieve information, especially for an e-commerce or real estate business. AI chatbots easily connect to the database and provide feedback in real-time as they serve as an internal knowledge base.
•  Integration with other applications – AI chatbots are integrated with robotic process automation, enterprise resource planning or customer relationship management systems to carry out further tasks. Such tasks include booking appointments, filling out forms and making recommendations.
• Easy scalability – chatbots handle multiple conversations simultaneously. This means that even when a business grows, the bots still handle large volumes of chats without affecting business costs.
• In digital marketing – businesses are using AI chatbots to support the collection of customer data, new product launches, lead generation, and to increase brand loyalty.

Conclusion

AI technology is continuously progressing and no doubt chatbots will also keep changing.

As with every technology, there are some limitations, such as lack of emotional intelligence that affects the depth and scope of a conversation. This means that there are still complex communications that will require humans.

Nonetheless, having AI chatbots as an additional resource to run a business is a sure way to help boost revenue, improve customer experience, and provide a competitive advantage.

However, before jumping on the bandwagon, it is best to first identify areas in your business where you can deploy AI chatbots.

5G networks promise high speeds, lower latency, and more robust security compared to its predecessors – and this has created a lot of buzz. As a result, there is a lot of competition among operators to roll out the network while manufacturers are already producing 5G devices.

The deployment of 5G around the world has also been facilitated by a need for always-connected computers, widespread internet of things (IoT), and dependence on smartphones. All of this is constraining the 4G LTE technology.

With the current uptake in remote working due to COVID-19, 5G is expected to see more deployment.

However, despite the promised benefits, there are varying concerns about the potential vulnerabilities of this network. Since there are various security concerns, this article will highlight those involving the standalone 5G networks.

What is 5G Standalone Network?

5G stands for the fifth generation of networks that are designed to address gaps and errors existing in the architecture of previous generation networks. However, its implementation is through a gradual phasing out of the existing networks.

Note that the 5G network involves two streams, which include the standalone (SA) and non-standalone (NSA). The NSA relies on the existing 4G infrastructure because 5G standards are not fully finalized.

On the other hand, the standalone is a completely new, end-to-end 5G network. To offer ultra-low latency and high capacities, service providers will have to fully implement the standalone 5G infrastructure.

Despite the radical and beneficial transformation promised by 5G networks, there are concerns that it might become a multidimensional cyberattack vulnerability.

Vulnerabilities for Subscribers and Mobile Network Operators

Unlike previous networks, 5G is a software-defined network and involves network function virtualization, which makes it more vulnerable.

The previous networks implement hardware choke points because they are centralized and hardware-based; whereas 5G digital routing lacks inspection and control chokepoints.

This new architecture has seen various research carried out to check its viability. As a result, industry professionals and government officials have already raised concern over the network’s security and overall architecture.

An investigation by global cybersecurity firm Positive Technologies focused on 5G standalone core in terms of its architecture security, the interaction of network elements, as well as subscriber authentication and registration procedures.

The examination revealed that “the stack of technologies in 5G potentially leaves the door open to attacks on subscribers and the operator’s network. Such attacks can be performed from the international roaming network, the operator’s network, or partner networks that provide access to services.”

The vulnerabilities were discovered in two protocols that are, PFCP and HTTP/2, which are used in 5G standalone networks.

Exploitation in Packet Forwarding Control Protocol (PFCP) would result in denial of service. This is because the PFCP is used to manage subscriber connections. A PFCP session includes three procedures: session establishment, modification, and deletion. It’s at this point that denial of service can be carried out by attackers through a session deletion request, a session modification request, or redirection of data through a session modification request.

For the HTTP/2, the Positive Technologies research found that an attacker could obtain the network functions profile and impersonate any network service. This is because the HTTP/2 protocol is responsible for vital network functions that register and store profiles on 5G networks. The attacker then would have access to authentication status, current location, and subscriber settings for network access. It’s also possible that an attacker would be able to delete NF profiles, which could result in a financial loss as well as damage subscriber trust.

If not handled correctly, the 5G standalone network security issues will place critical infrastructures such as hospitals, transport, and utilities at risk.

Solution and Conclusion

According to the report, the vulnerabilities would appear due to misconfigurations. With vendors competing to launch 5G networks, attackers will take advantage of poor configurations.

Therefore, it calls for proper configuration of the architecture to stop these types of attacks. Unfortunately, errors still might occur. To detect configuration errors in the networks, regular security audits should be performed.

It’s also vital that apart from ensuring proper equipment configuration, security monitoring, and enhancing the implementation of firewalls are also top priorities.

In conclusion, 5G’s high speeds, low latency, and high bandwidth will be highly beneficial. However, potential security holes could cost more than the cost of implementing this technology. As a business owner considering the 5G network, do not let your guard down just because the new network promises to address gaps and errors in previous generation networks.