Making Growth Sustainable
with 'Expert' Agents
with Cyber Helpline and OpenDialog
84%
OF Cases successfully automated
- 80%
direct call volume
192
unfilled vacancies eliminated
BAckground
If you experience a cybercrime, you want help fast – at any time, day or night.
The Cyber Helpline is a non-profit that provides free support from cybersecurity experts. They approached us with a complex problem; support in building a chatbot that can navigate the complex world of cyber-crime so they can help victims contain threats and recover. To keep up with demand, they needed a chatbot available 24/7 and capable of navigating the complex world of cyber-crime so they can help the rising number of victims contain threats and recover.
With Cybercrime attacks being hard to describe even for experienced users, The Cyber Helpline needed an automated service that would provide effective assistance through simple conversations and graceful handover to experts where it fails to reliably identify the attack.
the Solution
By providing quick and accessible support through an anonymous self-help system, victims are empowered to take action and seek assistance. The solution allows the user to write freely, letting them explain in their own language what has happened.
After submitting their issue, the system provides the user with details on the most likely attack and next steps in protection. If the first diagnosis is not correct, the system then offers the next most likely cause and learns from this data.
Knowledge graphs are used to store possible attack information which are then shared with the user based on the analyse of the attack. Cybersecurity experts at the Cyber Helpline use their experience to train the platform, both improving responses to already handled threats and adding capabilities for unhandled threats which are raised.
The platform uses OpenDialog’s Webchat module to interact with users. This custom Webchat client allows users to enter information as long-form text describing the cyber attack issue they are facing. This means users do not have to go through a long list of questions.
The solution in action
impact
- Successfully automated 84% of cases with no human interaction needed, allowing the helpline to support a high volume of cases with minimal cost and resource requirements.
- 4.3/5 star rating for the chatbot experience.
- The Cyber Helpline would have needed to recruit 192 volunteers to take on the current workload of the virtual agent.
- With only 1 in 10 cases reaching its volunteers, it has allowed the helpline to deal with a high volume of cases with minimal cost and resource requirements.
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Successfully helped over 30,000 victims of cyber crime who would otherwise be left to fend for themselves.
- Enabled The Cyber Helpline to maintain a sustainable CAGR of 120% over 5 years.
