Words Are Louder Than Actions--Design Requirements for Facilitating Restorative Justice in Data Breaches

Customer data breaches are distinct security incidents as data breach notification laws establish a novel communication interface to customers. Company-internal faults are revealed (eg, neglect of security standards), customers lose trust in the company, and customer churn occurs. In response, literature developed response strategies to mitigate these losses. However, we notice that no efforts are made to provide personalized information, despite being highly promising to address further moderation of the induced damages. Drawing on restorative justice, in this ongoing research study initial meta-requirements for the development of conversational agents in data breaches are derived. We form a basis for the development of a communicative, two-way exchange artefact between customers and companies in a data breach response.