bad bots adversely affect your customers · traffic will only increase in the future with chatbots,...
TRANSCRIPT
CX NYC 2018
Amy DeMartine, Principal Analyst
Bad Bots Adversely Affect Your Customers
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“Most website visitors aren’t
humans, but are instead bots—
or, programs built to do
automated tasks. They are the
worker bees of the internet, and
also the henchmen.”
– Adrienne Lafrance, The Atlantic
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Your bots work for your
company. Bad bots attack your
customer touch points.
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Today’s Bot Traffic Will Only Increase In The Future With Chatbots, Virtual Agents, etc.
Source: “TechRadar™: Application Security, Q2 2017” Forrester report.
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• Simple
automated
actions
• Mimic human
behavior
• Hijack a real
user
AI will make these
bots even more
difficult to identify
Bots Are Evolving Quickly
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Your customers are adversely
affected by bad bots.
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Your data is NOT clean.
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Scraping
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Distributed Denial of Service (DDoS)
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Inventory hoarding
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Checkout abuse
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Credential Stuffing (aka Account Takeover)
More than 40% of global log-in attempts are malicious thanks to bot-driven credential stuffing attacks
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Carding
GiftGhostBotlogged up to 4 million gift card balance requests per hour
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Ad Fraud
Accounts For $1.443 Billion In Wasted Impression Spending
Source: Forrester Data Report: Ad Fraud And Viewability Forecast, 2016 To 2021 (US)
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Methbot has been costing advertisers $3 million to $5 million per day in the US; on its way to $1 billion per year
Source: Forrester Data Report: Ad Fraud And Viewability Forecast, 2016 To 2021 (US)
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Influence Fraud
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Your customer journey mapping may be skewed, distorted or just plain wrong as a result of bad bots.
Browsing behavior
Click through
Customer list
Click through couponUnable to onboard
Trouble spots
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Bot management solutions actively profile
automated traffic to determine its intent and
perform protection techniques such as
delaying, blocking, or rerouting traffic from
bad bots.
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Assumption of good customer traffic until proven otherwise
Source: Vendor Landscape: eCommerce And Retail Fraud Management Solutions, Q3 2017
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What To Look For In A Bot Management Solution
› Counter sophisticated attacks
› Manage bot traffic in multiple ways
› Provide uninterrupted user experience
› Create comprehensive traffic analytics
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›DDoS Mitigation
›Bot Management
• Bot Management Specialists
• Bot adjacent web application firewall
• Advertising verification and brand safety
Bot Management Solutions
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1. Bot traffic is increasing and your data may already be
distorted this affects:
• Your customer touchpoints’ availability and performance
• Your ability to make correct customer experience decisions
2. Implement bot management
3. Sophistication in detection logic and transparency in
reports are key factors
What To Remember