A Privacy Policy Is Not a Chatbot Info Card
Decide what a customer needs to know before the first message, then put it beside the chat box. If the answer is buried in a privacy policy, the customer has to leave the conversation, find the right clause, and translate legal language before deciding whether to continue. That is too much work for a five-second decision. A chatbot info card gives support leaders a practical alternative: one…
When a customer first engages with a chatbot, they need to know exactly what the bot can do, its limitations, how their data is handled, and how to report issues. Simply directing them to a lengthy privacy policy is too much work and not helpful in a five-second decision. The Infocomm Media Development Authority of Singapore suggests a simpler approach: an info card placed beside the chat box.
A privacy policy is necessary for full legal details, but a chatbot info card provides practical information the customer needs before and during the conversation. It answers four key questions: the bot's capabilities, its reliability, how data is used and protected, and how to report problems. This succinct card serves as a one-stop reference for both customers and support managers, reducing reliance on multiple legal documents.
The guidelines from IMDA are voluntary, but they offer a structured way to communicate essential information at the moment it's important. A privacy policy complements the info card by providing the full legal context. The info card should be easily accessible at the start of the chat and remain reachable throughout the interaction.
Implementing this transparency approach requires assigning ownership to a support or product leader to regularly review and update the info card when significant changes occur. This ensures the information remains relevant and guides customers effectively in their interactions with the chatbot.
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