A support chatbot is an automated system that responds to customer questions, often using approved documents, response templates, or content retrieved from websites. Some systems generate answers with artificial intelligence, while others follow predefined scripts or decision trees.
In cybersecurity, the sources a chatbot can access matter: hidden page text or untrusted retrieved content may influence an answer if the system treats it as authoritative. Attackers may exploit this through prompt injection, while poor content governance can also lead to misleading guidance. Defenses include limiting retrieval to approved sources, separating instructions from user-provided content, and testing answers against versioned policies. For sensitive topics such as account deletion or privacy complaints, auditable rules and escalation paths help ensure responses do not depend on arbitrary web content.