Friendly Fire: Decoding the Hidden Agenda Programmed Into Customer Service Chatbots
Customer service chatbots present themselves as neutral helpers, but their conversational architecture is anything but impartial. Beneath the polite language and instant responses lies a network of concealed behavioral prompts, strategically engineered decision trees, and emotionally calibrated word choices designed to steer users toward outcomes that serve the company — not the customer. Cipher Grid examines what is actually being said when a chatbot says it wants to help.