Questioning the chatbot: scrutinising the performance of Telco customer service chatbots in terms of service, transparency, safety, privacy and security

Telcos are increasingly using chatbots and other forms of automated assistants to respond to their customers. There may be gains for consumers, but there are also the risks of harms, and this project seeks to investigate and recommend strategies to assist consumers to navigate these risks.

Grants round: 2021

Amount: $54,003