Chatbot Governance

Chatbot governance refers to the policies, controls, and oversight processes an organization uses to manage conversational AI systems, including what they are allowed to say, what data they can access, and who is accountable when they give wrong or harmful answers. For compliance and risk teams, it covers questions such as disclosure to customers that they are talking to a bot, retention of chat logs, handling of personal data typed into the interface, and escalation to a human agent. Regulators in the EU and US increasingly expect companies to document these controls, so a weak chatbot program can become a direct legal and reputational exposure.

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