Isaca CISA Exam - Topic 5 Question 110 Discussion

Actual exam question for Isaca's CISA exam

Question #: 110
Topic #: 5

[All CISA Questions]

When conducting an audit of an organization's use of AI in its customer service chatbots, an IS auditor should PRIMARILY focus on the:

DAI system's ability to handle multiple customer queries at once.

ASafeguarding of personal data processing by the AI system.

BAI system's compliance with industry security standards.

CSpeed and accuracy of chatbot responses to customer queries.

Show Suggested Answer

Suggested Answer: A

Comprehensive and Detailed Step-by-Step

Theprimary concernwhen auditing an AI-powered chatbot is ensuring thesafeguarding of personal datato comply with privacy regulations such asGDPR, CCPA, and ISO 27701. AI chatbots process customer inquiries, often handling sensitive personal data.

Safeguarding of Personal Data (Correct Answer -- A)

Ensures compliance with data protection laws.

Reduces the risk of unauthorized access or data leakage.

Example:An AI chatbot collecting customer financial information must follow encryption and access control policies.

Compliance with Industry Standards (Incorrect -- B)

Important, but protecting customer data takes priority over general compliance.

Speed and Accuracy of Chatbot Responses (Incorrect -- C)

A performance metric, but not a primary audit focus.

AI's Ability to Handle Multiple Queries (Incorrect -- D)

Efficiency metric, but does not address security risks.

ISACA CISA Review Manual

ISO 27701 (Privacy Information Management System)

GDPR & CCPA Compliance Guidelines

by Theodora at Jan 28, 2026, 05:25 PM

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Leota

1 day ago

The auditor should ensure the chatbot is transparent about its AI capabilities and limitations. Customers deserve to know what they're dealing with.

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Erasmo

6 days ago

Haha, the auditor should make sure the chatbot doesn't start telling customers to buy bitcoin or something. Gotta keep those bots in check!

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Dana

11 days ago

Definitely the chatbot's ability to provide accurate and helpful information to customers. That's the whole point of using AI, right?

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Yan

17 days ago

I'd say the auditor should check if the chatbot's responses are consistent with the organization's policies and customer service standards.

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Sabra

22 days ago

The auditor should focus on the chatbot's ability to handle sensitive customer information securely.

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Lore

27 days ago

I’m a bit confused; should we prioritize user experience metrics or the underlying algorithms? I feel like both are important.

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Lucina

2 months ago

Wasn't there something about ensuring compliance with regulations? I feel like that could be a major focus for the audit.

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Marge

2 months ago

I remember a practice question that emphasized the importance of evaluating the chatbot's decision-making processes. That might be key here.

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Sylvia

2 months ago

I think we should focus on the data privacy aspects, but I'm not entirely sure if that's the primary concern.

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Hannah

2 months ago

I'd start by looking at the organization's governance and oversight of the AI system. How are they monitoring for issues and ensuring compliance with regulations? That seems like the primary concern to me.

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Sommer

2 months ago

For an audit of AI in customer service, I'd focus on evaluating the system's performance metrics, like response times, customer satisfaction, and complaint resolution rates. Gotta make sure the AI is actually helping, not hurting, the customer experience.

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Karan

3 months ago

Hmm, this is a tricky one. I'd probably focus on the AI system's decision-making process and how it handles edge cases or unexpected inputs from customers. Ensuring ethical and transparent AI is key.

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Irma

3 months ago

I think I'd start by looking at the AI system's training data and model architecture to assess potential biases or errors. Gotta make sure the chatbot is giving fair and accurate responses.

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