“The words that a security team uses when they talk to employees are critical, and sometimes that is overlooked. So I’m super picky about the messaging, because I want to make sure it comes off with the right tone,” Hanson says. “You want to make sure those interactions between the bots and the employees have the same tone and culture that security is trying to bring to the organization. Hanson explains that she and her team wanted the bots to take on a collegial tone that would mimic the goodwill that her security workers seek to engender when working with their business-side colleagues. Yet Hanson wanted to retain that human touch with these chatbots. “So my team created robots for something that we do on a very consistent basis while keeping the same tone and culture that we want to carry into the organization.” Advancing the use of automationĬode 42’s security department was using automation to streamline tasks within its operations work prior to deploying the bots for insider incident response management, so Hanson says using the technology to connect with the company’s own employees was a natural extension of its ongoing automation work. “In security, I think we struggle quite a bit just keeping up, and that leads to a lot of us getting burned out as we try to keep up with alerts and all the other daily stuff,” Hanson says. The project earned Hanson and her team a 2022 CSO50 award for security innovation. The goal: to use automation and chatbots to more efficiently handle incidents while also delivering positive touchpoints between the security team and employees and allowing security analysts to focus on more strategic cybersecurity work. And they trained the bots using their empathetic investigation framework to ensure the bots (and by extension security) had positive engagements with their fellow employees. They designed and deployed chatbots for insider risk security incident response. Determined to find a better way, Hanson and her team turned to automation.
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