Tag Archives: Joshua A. Goland

Treasury’s Report on AI (Part 2) – Managing AI-Specific Cybersecurity Risks in the Financial Sector

by Avi Gesser, Erez Liebermann, Matt Kelly, Jackie Dorward, and Joshua A. Goland

Photos of authors.

Top: Avi Gesser, Erez Liebermann, and Matt Kelly. Bottom: Jackie Dorward and Joshua A. Goland (Photos courtesy of Debevoise & Plimpton LLP)

This is the second post in the two-part Debevoise Data Blog series covering the U.S. Treasury Department’s report on Managing Artificial Intelligence-Specific Cybersecurity Risks in the Financial Services Sector (the “Report”).

In Part 1, we addressed the Report’s coverage of the state of AI regulation and best practices recommendations for AI risk management and governance. In Part 2, we review the Report’s assessment of AI-enhanced cybersecurity risks, as well as the risks of attacks against AI systems, and offer guidance on how financial institutions can respond to both types of risks.

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Mitigating AI Risks for Customer Service Chatbots

by Avi Gesser, Jim Pastore, Matt Kelly, Gabriel Kohan, Melissa Muse and Joshua A. Goland  

photos of authors

Top left to right: Avi Gesser, Jim Pastore, and Matt Kelly. Bottom left to right: Gabriel Kohan, Melissa Muse and Joshua A. Goland (photos courtesy of Debevoise & Plimpton LLP)

Online customer service chatbots have been around for years, allowing companies to triage customer queries with pre-programmed responses that addressed customers’ most common questions. Now, Generative AI (“GenAI”) chatbots have the potential to change the customer service landscape by answering a wider variety of questions, on a broader range of topics, and in a more nuanced and lifelike manner. Proponents of this technology argue companies can achieve better customer satisfaction while reducing costs of human-supported customer service. But the risks of irresponsible adoption of GenAI customer service chatbots, including increased litigation and reputational risk, could eclipse their promise.

We have previously discussed risks associated with adopting GenAI tools, as well as measures companies can implement to mitigate those risks. In this Debevoise Data Blog post, we focus on customer service chatbots and provide some practices that can help companies avoid legal and reputational risk when adopting such tools.

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