{"id":10930,"date":"2026-05-06T23:58:46","date_gmt":"2026-05-06T20:58:46","guid":{"rendered":"https:\/\/novatalks.ai\/?p=10930"},"modified":"2026-05-07T00:00:31","modified_gmt":"2026-05-06T21:00:31","slug":"chatbot-security-standards-in-customer-service","status":"publish","type":"post","link":"https:\/\/novatalks.ai\/az\/blog\/chatbot-security-standards-in-customer-service\/","title":{"rendered":"M\u00fc\u015ft\u0259ri xidm\u0259tind\u0259 chatbot t\u0259hl\u00fck\u0259sizliyi standartlar\u0131"},"content":{"rendered":"\n<p>M\u00fcasir chatbotlar art\u0131q sad\u0259 ipuclar\u0131 v\u0259 \u201cb\u0259li\/xeyr\u201d d\u00fcym\u0259l\u0259rind\u0259n xeyli ir\u0259li gedib. Bu g\u00fcn onlar sifari\u015fl\u0259ri emal edir, maliyy\u0259 m\u0259hsullar\u0131 \u00fczr\u0259 m\u0259sl\u0259h\u0259tl\u0259r verir, m\u00fcraci\u0259tl\u0259rin statusunu yoxlay\u0131r v\u0259 m\u00fc\u015ft\u0259ri sor\u011fular\u0131na 24\/7 \u2014 insan m\u00fcdaxil\u0259si olmadan cavab verirl\u0259r.<\/p>\n\n\n\n<p>M\u0259hz buna g\u00f6r\u0259 chatbot t\u0259hl\u00fck\u0259sizliyi funksionall\u0131q q\u0259d\u0259r vacib hala g\u0259lib: avtomatla\u015fd\u0131r\u0131lm\u0131\u015f sistem\u0259 n\u0259 q\u0259d\u0259r \u00e7ox m\u0259suliyy\u0259t h\u0259val\u0259 ets\u0259niz, onun z\u0259if oldu\u011fu \u00fcz\u0259 \u00e7\u0131xarsa, n\u0259tic\u0259l\u0259r bir o q\u0259d\u0259r ciddi olar.<\/p>\n\n\n\n<p>Bu m\u0259qal\u0259d\u0259 chatbotlar\u0131 m\u00fc\u015ft\u0259ri xidm\u0259tind\u0259 t\u0259hl\u00fck\u0259siz \u015f\u0259kild\u0259 t\u0259tbiq etm\u0259y\u0259 imkan ver\u0259n standart v\u0259 yana\u015fmalar\u0131 \u2014 m\u0259lumat s\u0131zmalar\u0131 v\u0259 reputasiya riskl\u0259ri olmadan \u2014 n\u0259z\u0259rd\u0259n ke\u00e7ir\u0259c\u0259yik. Material m\u0259hsul menecerl\u0259ri, texniki direktorlar, kibert\u0259hl\u00fck\u0259sizlik \u00fczr\u0259 m\u00fct\u0259x\u0259ssisl\u0259r v\u0259 art\u0131q avtomatla\u015fd\u0131r\u0131lm\u0131\u015f d\u0259st\u0259yi t\u0259tbiq ed\u0259n v\u0259 ya t\u0259tbiq etm\u0259yi planla\u015fd\u0131ran h\u0259r k\u0259s \u00fc\u00e7\u00fcn faydal\u0131 olacaq.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Niy\u0259 chatbot t\u0259hl\u00fck\u0259sizliyi ayr\u0131ca bir sah\u0259dir<\/h3>\n\n\n\n<p>Biznesl\u0259r chatbotu ilk d\u0259f\u0259 i\u015f\u0259 sald\u0131qda, t\u0259hl\u00fck\u0259sizlik m\u0259s\u0259l\u0259l\u0259ri \u00e7ox vaxt ikinci plana ke\u00e7ir. \u018fsas diqq\u0259t cavab s\u00fcr\u0259tin\u0259, cavablar\u0131n keyfiyy\u0259tin\u0259 v\u0259 CRM inteqrasiyas\u0131na y\u00f6n\u0259lir. Bu ba\u015fa d\u00fc\u015f\u00fcl\u0259ndir \u2014 lakin risklidir.<\/p>\n\n\n\n<p>Chatbot daxili sisteml\u0259r\u0259 giri\u015f n\u00f6qt\u0259si, \u015f\u0259xsi m\u0259lumatlar\u0131n saxlanmas\u0131 v\u0259 ya \u00f6t\u00fcr\u00fclm\u0259si \u00fc\u00e7\u00fcn bir qov\u015faq, b\u0259z\u0259n is\u0259 h\u00fccum ed\u0259nl\u0259rin hesablara daxil olma\u011fa v\u0259 ya biznes prosesl\u0259rini manipulyasiya etm\u0259y\u0259 \u00e7al\u0131\u015fd\u0131\u011f\u0131 bir kanal ola bil\u0259r.<\/p>\n\n\n\n<p>Chatbotlara qar\u015f\u0131 t\u0259hl\u00fck\u0259l\u0259r spesifik xarakter da\u015f\u0131y\u0131r v\u0259 \u0259n\u0259n\u0259vi veb-t\u0259hl\u00fck\u0259l\u0259rd\u0259n f\u0259rql\u0259nir. Bunlara prompt injection h\u00fccumlar\u0131 (z\u0259r\u0259rli m\u0259tnin sistemi ist\u0259nm\u0259y\u0259n \u0259m\u0259liyyatlar\u0131 yerin\u0259 yetirm\u0259y\u0259 m\u0259cbur etm\u0259si), kontent filtrl\u0259rinin a\u015f\u0131lmas\u0131 v\u0259 canl\u0131 operatora ke\u00e7idin sui-istifad\u0259si daxildir. B\u00fct\u00fcn bunlar ayr\u0131ca t\u0259hl\u00fck\u0259sizlik strategiyas\u0131 t\u0259l\u0259b edir.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u018fsas riskl\u0259r: t\u0259tbiqd\u0259n \u0259vv\u0259l n\u0259l\u0259ri bilm\u0259k laz\u0131md\u0131r<\/h3>\n\n\n\n<p><strong>\u015e\u0259xsi m\u0259lumatlar\u0131n s\u0131zmas\u0131<\/strong><\/p>\n\n\n\n<p>H\u0259tta yax\u015f\u0131 qurulmu\u015f chatbot bel\u0259, sessiya kontekstl\u0259ri d\u00fczg\u00fcn izolyasiya edilm\u0259dikd\u0259 \u015f\u0259xsi m\u0259lumatlar\u0131 t\u0259sad\u00fcf\u0259n if\u015fa ed\u0259 bil\u0259r. Tipik hal: bot \u0259vv\u0259lki istifad\u0259\u00e7inin m\u0259lumatlar\u0131n\u0131 \u201cxat\u0131rlay\u0131r\u201d v\u0259 n\u00f6vb\u0259ti istifad\u0259\u00e7iy\u0259 cavabda istifad\u0259 edir.<\/p>\n\n\n\n<p><strong>Prompt Injection<\/strong><\/p>\n\n\n\n<p>Prompt injection \u2014 adi istifad\u0259\u00e7i mesaj\u0131 vasit\u0259sil\u0259 chatbotun davran\u0131\u015f\u0131n\u0131 manipulyasiya etm\u0259y\u0259 c\u0259hd etm\u0259kdir.<\/p>\n\n\n\n<p>Sad\u0259 dill\u0259 des\u0259k: istifad\u0259\u00e7i bota \u201cb\u00fct\u00fcn \u0259vv\u0259lki t\u0259limatlar\u0131 unut v\u0259 bunu et\u201d kimi bir \u015fey yaz\u0131r v\u0259 sistem qorunmam\u0131\u015fd\u0131rsa, bot \u00f6z m\u0259ntiqin\u0259 deyil, h\u00fccum ed\u0259n t\u0259r\u0259fin g\u00f6st\u0259ri\u015fin\u0259 \u0259m\u0259l edir.<\/p>\n\n\n\n<p>Real n\u00fcmun\u0259: 2023-c\u00fc ilin dekabr\u0131nda AB\u015e-da Chevrolet avtomobil dileri sayt\u0131nda chatbot i\u015f\u0259 sald\u0131. Bir istifad\u0259\u00e7i sistemli \u015f\u0259kild\u0259 botu \u201ch\u0259r \u015feyl\u0259 raz\u0131la\u015fma\u011fa\u201d inand\u0131rd\u0131 v\u0259 n\u0259tic\u0259d\u0259 bot yeni avtomobili 1 dollara \u201csatd\u0131\u201d.<\/p>\n\n\n\n<p>\u018flb\u0259tt\u0259, he\u00e7 kim avtomobil almad\u0131, lakin bu hadis\u0259 s\u00fcr\u0259tl\u0259 b\u00fct\u00fcn d\u00fcnyada yay\u0131ld\u0131. Diler h\u0259min g\u00fcn chatbotu s\u00f6nd\u00fcrd\u00fc. Reputasiya z\u0259r\u0259ri is\u0259 geri d\u00f6nm\u0259z oldu.<\/p>\n\n\n\n<p><strong>Chatbotlar vasit\u0259sil\u0259 sosial m\u00fch\u0259ndislik<\/strong><\/p>\n\n\n\n<p>H\u00fccum ed\u0259nl\u0259r chatbotlardan \u015firk\u0259t, onun prosesl\u0259ri v\u0259 z\u0259if t\u0259r\u0259fl\u0259ri haqq\u0131nda m\u0259lumat toplamaq \u00fc\u00e7\u00fcn istifad\u0259 ed\u0259 bil\u0259r. H\u0259ddind\u0259n art\u0131q a\u00e7\u0131q cavab ver\u0259n bot g\u0259l\u0259c\u0259k h\u00fccumlar \u00fc\u00e7\u00fcn m\u0259lumat m\u0259nb\u0259yin\u0259 \u00e7evril\u0259 bil\u0259r.<\/p>\n\n\n\n<p><strong>T\u0259nziml\u0259yici t\u0259l\u0259bl\u0259rin pozulmas\u0131<\/strong><\/p>\n\n\n\n<p>GDPR, Ukraynan\u0131n \u015f\u0259xsi m\u0259lumatlar\u0131n qorunmas\u0131 qanunu v\u0259 ya sah\u0259vi t\u0259nziml\u0259m\u0259l\u0259r\u0259 (x\u00fcsusil\u0259 maliyy\u0259 sektorunda) \u0259m\u0259l edilm\u0259m\u0259si c\u0259rim\u0259l\u0259r\u0259, f\u0259aliyy\u0259t m\u0259hdudiyy\u0259tl\u0259rin\u0259 v\u0259 reputasiya itkil\u0259rin\u0259 s\u0259b\u0259b ola bil\u0259r.<\/p>\n\n\n\n<p>\u015e\u0259xsi m\u0259lumatlar\u0131 h\u00fcquqi \u0259sas olmadan saxlayan v\u0259 ya \u00f6t\u00fcr\u0259n chatbot ciddi uy\u011funluq (compliance) riski yarad\u0131r.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Standartlar v\u0259 \u00e7\u0259r\u00e7iv\u0259l\u0259r: n\u0259y\u0259 \u0259saslanmaq laz\u0131md\u0131r<\/h3>\n\n\n\n<p>Haz\u0131rda chatbot t\u0259hl\u00fck\u0259sizliyi \u00fc\u00e7\u00fcn x\u00fcsusi olaraq haz\u0131rlanm\u0131\u015f vahid ISO standart\u0131 m\u00f6vcud deyil. Lakin \u0259n yax\u015f\u0131 t\u0259cr\u00fcb\u0259l\u0259r bir ne\u00e7\u0259 tan\u0131nm\u0131\u015f \u00e7\u0259r\u00e7iv\u0259y\u0259 \u0259saslan\u0131r.<\/p>\n\n\n\n<p><strong>LLM t\u0259tbiql\u0259ri \u00fc\u00e7\u00fcn OWASP Top 10<\/strong><\/p>\n\n\n\n<p>OWASP b\u00f6y\u00fck dil modell\u0259rin\u0259 \u0259saslanan t\u0259tbiql\u0259r \u00fc\u00e7\u00fcn \u0259n aktual 10 riskin siyah\u0131s\u0131n\u0131 yay\u0131mlay\u0131b. Bunlara prompt injection, t\u0259hl\u00fck\u0259siz olmayan \u00e7\u0131x\u0131\u015flar\u0131n emal\u0131 (insecure output handling), h\u0259ddind\u0259n art\u0131q sistem icaz\u0259l\u0259ri v\u0259 etibars\u0131z plaginl\u0259rd\u0259n as\u0131l\u0131l\u0131q daxildir.<\/p>\n\n\n\n<p>Bu siyah\u0131 ist\u0259nil\u0259n chatbotun auditin\u0259 ba\u015flamaq \u00fc\u00e7\u00fcn \u0259sas n\u00f6qt\u0259dir.<\/p>\n\n\n\n<p><strong>GDPR v\u0259 m\u0259lumatlar\u0131n qorunmas\u0131 qanunlar\u0131<\/strong><\/p>\n\n\n\n<p>\u018fg\u0259r chatbotunuz A\u0130 v\u0259 ya Ukrayna v\u0259t\u0259nda\u015flar\u0131n\u0131n m\u0259lumatlar\u0131n\u0131 emal edirs\u0259, m\u00fcvafiq qanunlara uy\u011fun olmal\u0131d\u0131r. Bu o dem\u0259kdir:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>m\u0259lumatlar\u0131n toplanma m\u0259qs\u0259di \u0259vv\u0259lc\u0259d\u0259n m\u00fc\u0259yy\u0259n edilm\u0259lidir<\/li>\n\n\n\n<li>saxlanma m\u00fcdd\u0259ti m\u0259hdud olmal\u0131d\u0131r<\/li>\n\n\n\n<li>m\u0259lumatlar\u0131n silinm\u0259si h\u00fcququ t\u0259min edilm\u0259lidir<\/li>\n\n\n\n<li>s\u0131zmalar bar\u0259d\u0259 m\u0259lumat verm\u0259k \u00f6hd\u0259liyi olmal\u0131d\u0131r<\/li>\n<\/ul>\n\n\n\n<p><strong>ISO\/IEC 27001<\/strong><\/p>\n\n\n\n<p>Bu standart informasiya t\u0259hl\u00fck\u0259sizliyinin idar\u0259 olunmas\u0131 sistemini m\u00fc\u0259yy\u0259n edir v\u0259 chatbot bu sistemin yaln\u0131z bir komponentidir. ISO 27001 \u00fczr\u0259 sertifikatla\u015fd\u0131r\u0131lm\u0131\u015f \u015firk\u0259tl\u0259r m\u0259lumat ax\u0131nlar\u0131na v\u0259 insidentl\u0259rin idar\u0259 olunmas\u0131na daha yax\u015f\u0131 n\u0259zar\u0259t edir.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">NovaTalks-un ISO\/IEC 27001:2022 uy\u011funlu\u011fu<\/h3>\n\n\n\n<p>NovaIT t\u0259r\u0259find\u0259n haz\u0131rlanm\u0131\u015f NovaTalks platformas\u0131 m\u00fcst\u0259qil auditd\u0259n u\u011furla ke\u00e7mi\u015f v\u0259 ISO\/IEC 27001:2022 \u2014 informasiya t\u0259hl\u00fck\u0259sizliyinin idar\u0259 olunmas\u0131 \u00fczr\u0259 qlobal standart \u00fczr\u0259 sertifikat alm\u0131\u015fd\u0131r.<\/p>\n\n\n\n<p>Sertifikatla\u015fd\u0131rma platforman\u0131n inki\u015faf\u0131, t\u0259tbiqi, texniki d\u0259st\u0259yi v\u0259 m\u00fc\u015fayi\u0259ti il\u0259 ba\u011fl\u0131 b\u00fct\u00fcn prosesl\u0259ri, sisteml\u0259ri, hey\u0259ti v\u0259 texnologiyalar\u0131 \u0259hat\u0259 edir.<\/p>\n\n\n\n<p>Bu o dem\u0259kdir ki, NovaTalks vasit\u0259sil\u0259 emal olunan b\u00fct\u00fcn m\u0259lumatlar \u2014 biznes m\u0259lumatlar\u0131ndan tutmu\u015f m\u00fc\u015ft\u0259ril\u0259rin \u015f\u0259xsi m\u0259lumatlar\u0131nad\u0259k \u2014 beyn\u0259lxalq audit t\u0259r\u0259find\u0259n t\u0259sdiql\u0259nmi\u015f y\u00fcks\u0259k s\u0259viyy\u0259d\u0259 qorunur.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">T\u0259hl\u00fck\u0259siz chatbot \u00fc\u00e7\u00fcn praktiki prinsipl\u0259r<\/h3>\n\n\n\n<p><strong>Minimum s\u0259lahiyy\u0259t prinsipi<\/strong><\/p>\n\n\n\n<p>Chatbot yaln\u0131z \u00f6z v\u0259zif\u0259l\u0259rini yerin\u0259 yetirm\u0259k \u00fc\u00e7\u00fcn laz\u0131m olan m\u0259lumatlara v\u0259 funksiyalara \u00e7\u0131x\u0131\u015f \u0259ld\u0259 etm\u0259lidir.<\/p>\n\n\n\n<p>M\u0259s\u0259l\u0259n, \u0259g\u0259r bot m\u0259hsul qaytar\u0131lmas\u0131 il\u0259 m\u0259\u015f\u011fuldursa, onun maliyy\u0259 tranzaksiyalar\u0131 bazas\u0131na v\u0259 ya m\u00fc\u015ft\u0259ril\u0259rin \u015f\u0259xsi s\u0259n\u0259dl\u0259rin\u0259 \u00e7\u0131x\u0131\u015f\u0131 olmamal\u0131d\u0131r. Giri\u015f n\u0259 q\u0259d\u0259r azd\u0131rsa, m\u00fcmk\u00fcn z\u0259r\u0259r d\u0259 bir o q\u0259d\u0259r az olur.<\/p>\n\n\n\n<p><strong>Sessiya kontekstinin izolyasiyas\u0131<\/strong><\/p>\n\n\n\n<p>H\u0259r bir dialoq ayr\u0131 olmal\u0131d\u0131r. Bir istifad\u0259\u00e7inin m\u0259lumatlar\u0131 dig\u0259r istifad\u0259\u00e7inin qar\u015f\u0131l\u0131ql\u0131 \u0259laq\u0259sind\u0259 g\u00f6r\u00fcnm\u0259m\u0259lidir.<\/p>\n\n\n\n<p>Bu sad\u0259 g\u00f6r\u00fcns\u0259 d\u0259, praktikada x\u00fcsusil\u0259 ke\u015fl\u0259m\u0259 v\u0259 kontekstin t\u0259krar istifad\u0259si zaman\u0131 tez-tez probleml\u0259r yaran\u0131r.<\/p>\n\n\n\n<p><strong>Giri\u015f m\u0259lumatlar\u0131n\u0131n yoxlanmas\u0131<\/strong><\/p>\n\n\n\n<p>\u0130stifad\u0259\u00e7i mesajlar\u0131 \u0259vv\u0259lc\u0259d\u0259n emaldan ke\u00e7m\u0259lidir:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>inyeksiya c\u0259hdl\u0259rinin yoxlanmas\u0131<\/li>\n\n\n\n<li>potensial t\u0259hl\u00fck\u0259li m\u0259zmunun filtrasiya edilm\u0259si<\/li>\n\n\n\n<li>giri\u015f uzunlu\u011funun m\u0259hdudla\u015fd\u0131r\u0131lmas\u0131<\/li>\n<\/ul>\n\n\n\n<p>Bu, \u0259sas, lakin \u00e7ox vacib qoruma s\u0259viyy\u0259sidir.<\/p>\n\n\n\n<p><strong>Autentifikasiya v\u0259 avtorizasiya<\/strong><\/p>\n\n\n\n<p>\u018fg\u0259r chatbot f\u0259rdil\u0259\u015fdirilmi\u015f xidm\u0259tl\u0259r t\u0259qdim edirs\u0259 v\u0259 ya istifad\u0259\u00e7i hesablar\u0131na \u00e7\u0131x\u0131\u015f \u0259ld\u0259 edirs\u0259, g\u00fccl\u00fc autentifikasiya t\u0259l\u0259b olunur.<\/p>\n\n\n\n<p>Standart yana\u015fmalara daxildir:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u00e7oxfaktorlu autentifikasiya (MFA)<\/li>\n\n\n\n<li>q\u0131sa m\u00fcdd\u0259tli tokenl\u0259r<\/li>\n\n\n\n<li>h\u0259r sor\u011fu \u00fc\u00e7\u00fcn icaz\u0259l\u0259rin yoxlanmas\u0131<\/li>\n<\/ul>\n\n\n\n<p><strong>Loglama v\u0259 monitorinq<\/strong><\/p>\n\n\n\n<p>Chatbot il\u0259 b\u00fct\u00fcn qar\u015f\u0131l\u0131ql\u0131 \u0259laq\u0259l\u0259r t\u0259hl\u00fck\u0259siz yadda\u015fda qeyd olunmal\u0131d\u0131r.<\/p>\n\n\n\n<p>Bu, a\u015fa\u011f\u0131dak\u0131 imkanlar\u0131 yarad\u0131r:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>anormal davran\u0131\u015flar\u0131n a\u015fkarlanmas\u0131<\/li>\n\n\n\n<li>insidentl\u0259rin ara\u015fd\u0131r\u0131lmas\u0131<\/li>\n\n\n\n<li>audit t\u0259l\u0259bl\u0259rin\u0259 uy\u011funluq<\/li>\n<\/ul>\n\n\n\n<p>NovaTalks platformas\u0131nda chatbot ssenaril\u0259rinin loglanmas\u0131 BotFlow konstruktoru vasit\u0259sil\u0259 h\u0259yata ke\u00e7irilir v\u0259 h\u0259r m\u00fch\u00fcm hadis\u0259 ayr\u0131ca qeyd kimi saxlan\u0131l\u0131r.<\/p>\n\n\n\n<p>Sad\u0259 dill\u0259 des\u0259k, sistem yaln\u0131z dialoqu deyil, b\u00fct\u00fcn m\u00fc\u015ft\u0259ri yolunu izl\u0259yir:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>se\u00e7ilmi\u015f dil<\/li>\n\n\n\n<li>menyu se\u00e7iml\u0259ri<\/li>\n\n\n\n<li>operatora ke\u00e7id olub-olmamas\u0131<\/li>\n\n\n\n<li>\u00f6z\u00fcn\u0259xidm\u0259t funksiyalar\u0131n\u0131n istifad\u0259si v\u0259 n\u0259tic\u0259si<\/li>\n\n\n\n<li>dialoqun bitm\u0259 s\u0259b\u0259bi<\/li>\n<\/ul>\n\n\n\n<p>\u018fg\u0259r istifad\u0259\u00e7i qeyri-aktivliy\u0259 g\u00f6r\u0259 \u00e7at\u0131 t\u0259rk edirs\u0259 v\u0259 ya i\u015f saatlar\u0131ndan k\u0259nar m\u00fcraci\u0259t edirs\u0259, bu da avtomatik qeyd olunur \u2014 \u0259lav\u0259 sazlamalara ehtiyac olmadan.<\/p>\n\n\n\n<p>Bu s\u0259viyy\u0259d\u0259 detall\u0131l\u0131q komandaya yaln\u0131z \u201cn\u0259s\u0259 s\u0259hv getdi\u201d dem\u0259y\u0259 deyil, d\u0259qiq olaraq harada, hans\u0131 m\u0259rh\u0259l\u0259d\u0259 v\u0259 niy\u0259 problem yarand\u0131\u011f\u0131n\u0131 anlama\u011fa imkan verir. Bu, h\u0259m t\u0259hl\u00fck\u0259sizlik insidentl\u0259rinin ara\u015fd\u0131r\u0131lmas\u0131, h\u0259m d\u0259 chatbot ssenaril\u0259rinin t\u0259kmill\u0259\u015fdirilm\u0259si \u00fc\u00e7\u00fcn vacibdir.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Ayd\u0131n funksional s\u0259rh\u0259dl\u0259r<\/h3>\n\n\n\n<p>Chatbot n\u0259yi ed\u0259 bildiyini v\u0259 n\u0259yi ed\u0259 bilm\u0259diyini d\u0259qiq bilm\u0259lidir.<\/p>\n\n\n\n<p>Onun imkanlar\u0131ndan k\u0259nar sor\u011fular:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>canl\u0131 operatora y\u00f6nl\u0259ndirilm\u0259li<\/li>\n\n\n\n<li>v\u0259 ya neytral cavabla r\u0259dd edilm\u0259lidir<\/li>\n<\/ul>\n\n\n\n<p>\u201cBu m\u0259lumatlara \u00e7\u0131x\u0131\u015f\u0131m yoxdur\u201d cavab\u0131 riskli \u015f\u0259kild\u0259 k\u00f6m\u0259k etm\u0259y\u0259 \u00e7al\u0131\u015fmaqdan daha t\u0259hl\u00fck\u0259sizdir.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u015e\u0259ffafl\u0131q v\u0259 etibar: m\u00fc\u015ft\u0259ril\u0259r\u0259 n\u0259yi bildirm\u0259k laz\u0131md\u0131r<\/h3>\n\n\n\n<p>Chatbot t\u0259hl\u00fck\u0259sizliyi h\u0259m d\u0259 m\u00fc\u015ft\u0259ri m\u0259lumatlar\u0131n\u0131n nec\u0259 emal edildiyi v\u0259 istifad\u0259\u00e7il\u0259rin avtomatla\u015fd\u0131r\u0131lm\u0131\u015f assistentl\u0259 qar\u015f\u0131l\u0131ql\u0131 \u0259laq\u0259d\u0259n n\u0259 g\u00f6zl\u0259y\u0259 bil\u0259c\u0259yi bar\u0259d\u0259 \u015f\u0259ffaf olmaq dem\u0259kdir.<\/p>\n\n\n\n<p><strong>Avtomatla\u015fd\u0131rman\u0131n a\u00e7\u0131qlanmas\u0131<\/strong><\/p>\n\n\n\n<p>M\u00fc\u015ft\u0259ril\u0259rin botla yoxsa insanla \u00fcnsiyy\u0259t qurduqlar\u0131n\u0131 bilm\u0259k h\u00fcququ var.<\/p>\n\n\n\n<p>Bu yaln\u0131z etik m\u0259s\u0259l\u0259 deyil \u2014 bir \u00e7ox yurisdiksiyalarda (o c\u00fcml\u0259d\u0259n A\u0130-d\u0259) bu, h\u00fcquqi t\u0259l\u0259bdir.<\/p>\n\n\n\n<p>Avtomatla\u015fd\u0131rma fakt\u0131n\u0131 gizl\u0259tm\u0259k etibar\u0131 sars\u0131d\u0131r v\u0259 h\u00fcquqi n\u0259tic\u0259l\u0259r\u0259 s\u0259b\u0259b ola bil\u0259r.<\/p>\n\n\n\n<p><strong>M\u0259lumatlar\u0131n toplanmas\u0131 bar\u0259d\u0259 bildiri\u015f<\/strong><\/p>\n\n\n\n<p>Dialoqun \u0259vv\u0259lind\u0259 \u2014 v\u0259 ya \u015f\u0259xsi m\u0259lumatlar\u0131n toplanmas\u0131ndan \u0259vv\u0259l \u2014 m\u00fc\u015ft\u0259riy\u0259 ayd\u0131n m\u0259lumat verilm\u0259lidir:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>hans\u0131 m\u0259lumatlar\u0131n topland\u0131\u011f\u0131<\/li>\n\n\n\n<li>niy\u0259 topland\u0131\u011f\u0131<\/li>\n\n\n\n<li>n\u0259 q\u0259d\u0259r m\u00fcdd\u0259t saxlanaca\u011f\u0131<\/li>\n\n\n\n<li>bundan nec\u0259 imtina ed\u0259 bil\u0259c\u0259yi<\/li>\n<\/ul>\n\n\n\n<p>Bu, GDPR v\u0259 Ukraynan\u0131n m\u0259lumatlar\u0131n qorunmas\u0131 qanunvericiliyi il\u0259 t\u0259l\u0259b olunur.<\/p>\n\n\n\n<p><strong>\u0130nsan operatora \u00e7\u0131x\u0131\u015f imkan\u0131<\/strong><\/p>\n\n\n\n<p>T\u0259hl\u00fck\u0259siz v\u0259 keyfiyy\u0259tli m\u00fc\u015ft\u0259ri xidm\u0259ti h\u0259r zaman dialoqu canl\u0131 operatora \u00f6t\u00fcrm\u0259k imkan\u0131n\u0131 n\u0259z\u0259rd\u0259 tutmal\u0131d\u0131r.<\/p>\n\n\n\n<p>NovaTalks platformas\u0131nda bu, sistem arxitekturas\u0131na daxil edilib: h\u0259r menyu se\u00e7imi konkret komanda v\u0259 ya agent bacar\u0131\u011f\u0131 il\u0259 \u0259laq\u0259l\u0259ndirilir v\u0259 bu, m\u00fcraci\u0259tl\u0259rin d\u00fczg\u00fcn y\u00f6nl\u0259ndirilm\u0259sini t\u0259min edir.<\/p>\n\n\n\n<p>M\u00fc\u015ft\u0259ril\u0259r bu se\u00e7imi asanl\u0131qla tapa bilm\u0259lidirl\u0259r \u2014 x\u00fcsusil\u0259 m\u00fcr\u0259kk\u0259b v\u0259 ya h\u0259ssas hallarda.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Ukrayna v\u0259 A\u0130 \u00fc\u00e7\u00fcn t\u0259nziml\u0259yici kontekst<\/h3>\n\n\n\n<p>Ukrayna bazar\u0131nda f\u0259aliyy\u0259t g\u00f6st\u0259r\u0259n v\u0259 ya A\u0130 m\u00fc\u015ft\u0259ril\u0259rin\u0259 xidm\u0259t ed\u0259n \u015firk\u0259tl\u0259r 2026-c\u0131 ilin aprel ay\u0131na olan v\u0259ziyy\u0259t\u0259 uy\u011fun olaraq t\u0259nziml\u0259yici m\u00fchiti n\u0259z\u0259r\u0259 almal\u0131d\u0131r.<\/p>\n\n\n\n<p><strong>Ukraynan\u0131n \u201c\u015e\u0259xsi m\u0259lumatlar\u0131n qorunmas\u0131 haqq\u0131nda\u201d qanunu<\/strong><\/p>\n\n\n\n<p>Bu qanun Ukrayna v\u0259t\u0259nda\u015flar\u0131n\u0131n \u015f\u0259xsi m\u0259lumatlar\u0131n\u0131n toplanmas\u0131, emal\u0131, saxlanmas\u0131 v\u0259 \u00f6t\u00fcr\u00fclm\u0259sini t\u0259nziml\u0259yir.<\/p>\n\n\n\n<p>Ad, telefon n\u00f6mr\u0259si, e-mail v\u0259 ya dig\u0259r identifikasiyaedici m\u0259lumatlar\u0131 toplayan chatbot m\u0259lumatlar\u0131n idar\u0259edicisi hesab olunur v\u0259 bu qanuna tabedir.<\/p>\n\n\n\n<p>\u018fsas t\u0259l\u0259bl\u0259r:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>m\u0259lumatlar\u0131n toplanmas\u0131n\u0131n d\u0259qiq m\u0259qs\u0259di<\/li>\n\n\n\n<li>istifad\u0259\u00e7inin raz\u0131l\u0131\u011f\u0131<\/li>\n\n\n\n<li>m\u0259hdud saxlanma m\u00fcdd\u0259ti<\/li>\n\n\n\n<li>m\u0259lumatlar\u0131n silinm\u0259si h\u00fcququ<\/li>\n<\/ul>\n\n\n\n<p><strong>GDPR (\u00dcmumi M\u0259lumatlar\u0131n Qorunmas\u0131 Qaydas\u0131)<\/strong><\/p>\n\n\n\n<p>\u018fg\u0259r chatbot A\u0130 m\u00fc\u015ft\u0259ril\u0259rin\u0259 xidm\u0259t edirs\u0259, \u015firk\u0259tin harada yerl\u0259\u015fm\u0259sind\u0259n as\u0131l\u0131 olmayaraq GDPR-a uy\u011funluq m\u0259cburidir.<\/p>\n\n\n\n<p>\u018fsas prinsipl\u0259r:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>m\u0259qs\u0259din m\u0259hdudla\u015fd\u0131r\u0131lmas\u0131<\/li>\n\n\n\n<li>m\u0259lumatlar\u0131n minimalla\u015fd\u0131r\u0131lmas\u0131<\/li>\n\n\n\n<li>d\u0259qiqlik<\/li>\n\n\n\n<li>saxlanma m\u00fcdd\u0259tinin m\u0259hdudla\u015fd\u0131r\u0131lmas\u0131<\/li>\n\n\n\n<li>b\u00fct\u00f6vl\u00fck v\u0259 m\u0259xfilik<\/li>\n<\/ul>\n\n\n\n<p><strong>A\u0130-nin S\u00fcni \u0130ntellekt Akt\u0131 (AI Act)<\/strong><\/p>\n\n\n\n<p>AI Act s\u00fcni intellekt sisteml\u0259rini risk s\u0259viyy\u0259sin\u0259 g\u00f6r\u0259 t\u0259snif edir.<\/p>\n\n\n\n<p>Maliyy\u0259 xidm\u0259tl\u0259rind\u0259 istifad\u0259 olunan chatbotlar \u201cy\u00fcks\u0259k riskli\u201d kateqoriyaya daxil ola bil\u0259r v\u0259 bu da a\u015fa\u011f\u0131dak\u0131 sah\u0259l\u0259rd\u0259 daha ciddi t\u0259l\u0259bl\u0259r dem\u0259kdir:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u015f\u0259ffafl\u0131q<\/li>\n\n\n\n<li>s\u0259n\u0259dl\u0259\u015fdirm\u0259<\/li>\n\n\n\n<li>insan n\u0259zar\u0259ti<\/li>\n<\/ul>\n\n\n\n<p>2026-c\u0131 ild\u0259n etibar\u0259n AI Act t\u0259l\u0259bl\u0259ri m\u0259rh\u0259l\u0259li \u015f\u0259kild\u0259 t\u0259tbiq olunur, buna g\u00f6r\u0259 \u015firk\u0259tl\u0259r aktual t\u0259l\u0259bl\u0259rin v\u0259ziyy\u0259tini daim izl\u0259m\u0259lidirl\u0259r.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Chatbot t\u0259hl\u00fck\u0259sizliyinin test edilm\u0259si<\/h3>\n\n\n\n<p>M\u00fcnt\u0259z\u0259m testl\u0259r t\u0259hl\u00fck\u0259siz chatbotun t\u0259min edilm\u0259sinin vacib hiss\u0259sidir.<\/p>\n\n\n\n<p><strong>Red Teaming<\/strong><\/p>\n\n\n\n<p>Bu, manipulyativ sor\u011fular v\u0259 qeyri-adi istifad\u0259 ssenaril\u0259ri vasit\u0259sil\u0259 chatbotun davran\u0131\u015f\u0131n\u0131 q\u0259sd\u0259n \u201cpozma\u011fa\u201d y\u00f6n\u0259lmi\u015f c\u0259hdl\u0259rdir.<\/p>\n\n\n\n<p>\u018fn effektiv n\u0259tic\u0259 chatbotun haz\u0131rlanmas\u0131nda i\u015ftirak etm\u0259mi\u015f m\u00fcst\u0259qil komanda t\u0259r\u0259find\u0259n apar\u0131ld\u0131qda \u0259ld\u0259 olunur.<\/p>\n\n\n\n<p><strong>Avtomatla\u015fd\u0131r\u0131lm\u0131\u015f testl\u0259r<\/strong><\/p>\n\n\n\n<p>X\u00fcsusi al\u0259tl\u0259r m\u0259lum h\u00fccum vektorlar\u0131n\u0131 sistemli \u015f\u0259kild\u0259 yoxlama\u011fa v\u0259 z\u0259iflikl\u0259ri h\u00fccum ed\u0259nl\u0259rd\u0259n \u0259vv\u0259l a\u015fkar etm\u0259y\u0259 imkan verir.<\/p>\n\n\n\n<p>GenAI \u0259sasl\u0131 chatbotlar \u00fc\u00e7\u00fcn b\u00f6y\u00fck dil modell\u0259rin\u0259 uy\u011funla\u015fd\u0131r\u0131lm\u0131\u015f x\u00fcsusi test frameworkl\u0259ri m\u00f6vcuddur.<\/p>\n\n\n\n<p><strong>Ssenari \u0259sasl\u0131 testl\u0259r<\/strong><\/p>\n\n\n\n<p>H\u0259r yenil\u0259m\u0259d\u0259n sonra \u0259sas ssenaril\u0259ri yoxlamaq vacibdir:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>daxili v\u0259 ya h\u0259ssas m\u0259lumatlar\u0131 \u0259ld\u0259 etm\u0259k m\u00fcmk\u00fcnd\u00fcrm\u00fc<\/li>\n\n\n\n<li>bot yanl\u0131\u015f v\u0259 ya provokativ mesajlara nec\u0259 reaksiya verir<\/li>\n\n\n\n<li>dialoqu d\u00fczg\u00fcn \u015f\u0259kild\u0259 canl\u0131 operatora \u00f6t\u00fcr\u00fcrm\u00fc<\/li>\n<\/ul>\n\n\n\n<p>Bu yoxlamalar az vaxt apar\u0131r, lakin probleml\u0259ri m\u00fc\u015ft\u0259ril\u0259rd\u0259n \u0259vv\u0259l a\u015fkar etm\u0259y\u0259 k\u00f6m\u0259k edir.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Tez-tez veril\u0259n suallar (FAQ)<\/h3>\n\n\n\n<p><strong>Chatbot \u00fc\u00e7\u00fcn ayr\u0131ca t\u0259hl\u00fck\u0259sizlik siyas\u0259ti laz\u0131md\u0131rm\u0131?<\/strong><\/p>\n\n\n\n<p>B\u0259li, t\u00f6vsiy\u0259 olunur. \u00dcmumi informasiya t\u0259hl\u00fck\u0259sizliyi siyas\u0259ti prompt injection v\u0259 ya sessiya kontekstinin izolyasiyas\u0131 kimi spesifik riskl\u0259ri \u0259hat\u0259 etmir.<\/p>\n\n\n\n<p>Ayr\u0131 s\u0259n\u0259d v\u0259 ya m\u00f6vcud siyas\u0259td\u0259 geni\u015fl\u0259ndirilmi\u015f b\u00f6lm\u0259 m\u0259suliyy\u0259tl\u0259ri v\u0259 prosedurlar\u0131 daha ayd\u0131n m\u00fc\u0259yy\u0259n etm\u0259y\u0259 k\u00f6m\u0259k edir.<\/p>\n\n\n\n<p><strong>Chatbot t\u0259hl\u00fck\u0259sizlik auditi n\u0259 q\u0259d\u0259r tez-tez apar\u0131lmal\u0131d\u0131r?<\/strong><\/p>\n\n\n\n<p>Minimum ild\u0259 bir d\u0259f\u0259 v\u0259 ya h\u0259r ciddi yenil\u0259m\u0259d\u0259n sonra (yeni inteqrasiyalar, funksionall\u0131\u011f\u0131n geni\u015fl\u0259ndirilm\u0259si).<\/p>\n\n\n\n<p>Maliyy\u0259 sektorunda \u2014 r\u00fcbl\u00fck v\u0259 ya t\u0259nziml\u0259yici m\u00fchitd\u0259 h\u0259r hans\u0131 d\u0259yi\u015fiklik olduqda.<\/p>\n\n\n\n<p><strong>Chatbotda m\u0259lumatlar\u0131n emal\u0131 \u00fc\u00e7\u00fcn istifad\u0259\u00e7i raz\u0131l\u0131\u011f\u0131 t\u0259l\u0259b olunurmu?<\/strong><\/p>\n\n\n\n<p>B\u0259li, \u0259g\u0259r \u015f\u0259xsi m\u0259lumatlar emal olunursa.<\/p>\n\n\n\n<p>GDPR raz\u0131l\u0131qdan \u0259lav\u0259 dig\u0259r h\u00fcquqi \u0259saslar\u0131 (m\u0259s\u0259l\u0259n, m\u00fcqavil\u0259nin icras\u0131 v\u0259 ya qanuni maraq) n\u0259z\u0259rd\u0259 tutsa da, istifad\u0259\u00e7i h\u0259r halda m\u0259lumatlar\u0131n nec\u0259 emal olundu\u011fu bar\u0259d\u0259 m\u0259lumatland\u0131r\u0131lmal\u0131d\u0131r.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">N\u0259tic\u0259<\/h3>\n\n\n\n<p>M\u00fc\u015ft\u0259ri xidm\u0259tind\u0259 chatbot t\u0259hl\u00fck\u0259sizliyi davaml\u0131 bir prosesdir.<\/p>\n\n\n\n<p>T\u0259hdidl\u0259r inki\u015faf edir, t\u0259nziml\u0259yici t\u0259l\u0259bl\u0259r s\u0259rtl\u0259\u015fir, m\u00fc\u015ft\u0259ril\u0259r is\u0259 \u00f6z h\u00fcquqlar\u0131 bar\u0259d\u0259 daha m\u0259lumatl\u0131 olur.<\/p>\n\n\n\n<p>T\u0259hl\u00fck\u0259sizliyi chatbot arxitekturas\u0131na ba\u015flan\u011f\u0131cdan daxil ed\u0259n \u015firk\u0259tl\u0259r \u0259h\u0259miyy\u0259tli \u00fcst\u00fcnl\u00fck \u0259ld\u0259 edir: daha az d\u00fcz\u0259li\u015f x\u0259rcl\u0259ri, daha a\u015fa\u011f\u0131 riskl\u0259r v\u0259 daha y\u00fcks\u0259k m\u00fc\u015ft\u0259ri etibar\u0131.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Avtomatla\u015fd\u0131r\u0131lm\u0131\u015f sistem\u0259 n\u0259 q\u0259d\u0259r \u00e7ox m\u0259suliyy\u0259t h\u0259val\u0259 ets\u0259niz, onun t\u0259hl\u00fck\u0259siz olmad\u0131\u011f\u0131 \u00fcz\u0259 \u00e7\u0131xarsa, n\u0259tic\u0259l\u0259r bir o q\u0259d\u0259r ciddi olar.<br \/>\nBu m\u0259qal\u0259d\u0259 m\u00fc\u015ft\u0259ri xidm\u0259tind\u0259 chatbotu t\u0259hl\u00fck\u0259siz \u015f\u0259kild\u0259 t\u0259tbiq etm\u0259y\u0259 imkan ver\u0259n standart v\u0259 yana\u015fmalar\u0131 \u2014 m\u0259lumat s\u0131zmalar\u0131 v\u0259 reputasiya riskl\u0259ri olmadan \u2014 n\u0259z\u0259rd\u0259n ke\u00e7ir\u0259c\u0259yik.<\/p>\n","protected":false},"author":7,"featured_media":10918,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[39],"tags":[],"class_list":["post-10930","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.7 (Yoast SEO v27.7) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>M\u00fc\u015ft\u0259ri 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etm\u0259yi \u00f6yr\u0259nin \ud83d\udd10: m\u0259lumatlar\u0131n qorunmas\u0131, GDPR, AI riskl\u0259ri v\u0259 biznes \u00fc\u00e7\u00fcn praktiki t\u00f6vsiy\u0259l\u0259r \ud83d\udcbc\" \/>\n<meta property=\"og:url\" content=\"https:\/\/novatalks.ai\/az\/blog\/chatbot-security-standards-in-customer-service\/\" \/>\n<meta property=\"og:site_name\" content=\"Novatalks\" \/>\n<meta property=\"article:published_time\" content=\"2026-05-06T20:58:46+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-05-06T21:00:31+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/novatalks.ai\/wp-content\/uploads\/article_4_05.webp\" \/>\n\t<meta property=\"og:image:width\" content=\"1920\" \/>\n\t<meta property=\"og:image:height\" content=\"1080\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/webp\" \/>\n<meta name=\"author\" content=\"Iryna Shevchenko\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" 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