Motivations, Classification and Model Trial of Conversational Agents for Insurance Companies

Advances in artificial intelligence have renewed interest in conversational agents. So-called chatbots have reached maturity for industrial applications. German insurance companies are interested in improving their customer service and digitizing their business processes. In this work we investigate the potential use of conversational agents in insurance companies by determining which classes of agents are of interest to insurance companies, finding relevant use cases and requirements, and developing a prototype for an exemplary insurance scenario. Based on this approach, we derive key findings for conversational agent implementation in insurance companies.Comment: 12 pages, 6 figure, accepted for presentation at The International Conference on Agents and Artificial Intelligence 2019 (ICAART 2019

Why Johnny Fails to Protect his Privacy

Albeit people worldwide cry out for the protection of their privacy, they often fail to successfully protect their private data. Possible reasons for this failure that have been identified in previous research include a lack of knowledge about possible privacy consequences, the negative outcome of a rational cost-benefit analysis, and insufficient ability for protection on the users’ side. However, these findings mainly base on theoretical considerations or results from quantitative studies, and no comprehensive explanation for users’ privacy behavior has been found so far. We thus conducted an interview study with 24 participants to qualitatively investigate what are (1) users’ mental models of privacy consequences, (2) obstacles for privacy protection, and (3) strategies for privacy protection. Our results provide evidence for all possible explanations: We find that most of our participants are indeed unaware of most consequences that could result from not protecting their privacy besides personalized advertisement and financial loss. We also identify several obstacles for privacy protection, such as protection being too much effort, too complicated, users lacking knowledge, or social aspects. Protection strategies mostly base on reducing the amount of data disclosed and most users refrain from using advanced PETs. We further identified additional factors which influence whether people adopt measures to protect their privacy and propose a model which subsumes all factors that are relevant for people’s decision to apply protection measures

Examining the Role of Privacy in Virtual Migration: The Case of WhatsApp and Threema

WhatsApp is a widely used instant messaging application on smartphones. However, owing to privacy deficiencies in WhatsApp, alternative services that emphasize privacy protection, such as Threema, have emerged. Thus, the question arises whether users would switch from WhatsApp to Threema for privacy reasons, and what the factors are that would affect their switching intention. To answer these questions, we develop a research model examining the role of privacy in virtual migration, using the push-pull-mooring (PPM) migration framework as a theoretical lens. Based on the results of an online survey of 220 German-speaking smartphone users, we found that privacy protection is relevant to users’ switching intention in two ways: as a push effect encouraging users to leave WhatsApp, and as a pull effect attracting users to Threema. However, while our results suggest that peer influence facilitates WhatsApp users’ switching intention, switching costs appear to be a strong barrier

Challenges in using cryptography - End-user and developer perspectives

"Encryption is hard for everyone" is a prominent result of the security and privacy research to date. Email users struggle to encrypt their email, and institutions fail to roll out secure communication via email. Messaging users fail to understand through which most secure channel to send their most sensitive messages, and developers struggle with implementing cryptography securely. To better understand how to support actors along the pipeline of developing, implementing, deploying, and using cryptography effectively, I leverage the human factor to understand their challenges and needs, as well as opportunities for support. To support research in better understanding developers, I created a tool to remotely conduct developer studies, specifically with the goal of better understanding the implementation of cryptography. The tool was successfully used for several published developers studies. To understand the institutional rollout of cryptography, I analyzed the email history of the past 27 years at Leibniz University Hannover and measured the usage of email encryption, finding that email encryption and signing is hardly used even in an institution with its own certificate authority. Furthermore, the usage of multiple email clients posed a significant challenge for users when using S/MIME and PGP. To better understand and support end users, I conducted several studies with different text disclosures, icons, and animations to find out if users can be convinced to communicate via their secure messengers instead of switching to insecure alternatives. I found that users notice texts and animations, but their security perception did not change much between texts and visuals, as long as any information about encryption is shown. In this dissertation, I investigated how to support researchers in conducting research with developers; I established that usability is one of the major factors in allowing developers to implement the functions of cryptographic libraries securely; I conducted the first large scale analysis of encrypted email, finding that, again, usability challenges can hamper adoption; finally, I established that the encryption of a channel can be effectively communicated to end users. In order to roll out secure use of cryptography to the masses, adoption needs to be usable on many levels. Developers need to be able to securely implement cryptography, and user communication needs to be either encrypted by default, and users need to be able to easily understand which communication' encryption protects them from whom. I hope that, with this dissertation, I show that, with supporting humans along the pipeline of cryptography, better security can be achieved for all

Disappearing Messages: Privacy or Piracy?

Disappearing messages is an optional feature available in popular applications for more privacy. The Telegram instant messenger application is a rival and alternative to the popular messaging application WhatsApp, with both applications citing end-to-end encryption for both messages and calls as a key offering. While Telegram doesn’t officially have a ‘disappearing message’ feature like WhatsApp it still is possible to send disappearing messages using the secret chat functionality. In this paper, we analyse and evaluate ‘disappearing messages’ across Telegram and Snapchat to see whether they can be forensically preserved and/or recovered across Apple and Android operating systems. As these messages could be vital to investigations, with potential evidence and intelligence stored on them, not to mention the limited timeframe in which they are ‘viewable’ to the user, it is a great opportunity for digital forensic analysts to understand how they are stored, managed, and ‘deleted’ compared to traditional messages on the same platforms/applications

From libertarian paternalism to liberalism: behavioural science and policy in an age of new technology

Behavioural science has been effectively used by policy makers in various domains, from health to savings. However, interventions that behavioural scientists typically employ to change behaviour have been at the centre of an ethical debate, given that they include elements of paternalism that have implications for people’s freedom of choice. In the present article, we argue that this ethical debate could be resolved in the future through implementation and advancement of new technologies. We propose that several technologies which are currently available and are rapidly evolving (i.e., virtual and augmented reality, social robotics, gamification, self-quantification, and behavioural informatics) have a potential to be integrated with various behavioural interventions in a non-paternalistic way. More specifically, people would decide themselves which behaviours they want to change and select the technologies they want to use for this purpose, and the role of policy makers would be to develop transparent behavioural interventions for these technologies. In that sense, behavioural science would move from libertarian paternalism to liberalism, given that people would freely choose how they want to change, and policy makers would create technological interventions that make this change possible