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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:

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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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Lucina
5 days 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
10 days 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
15 days 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
20 days 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
25 days 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
1 month 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
1 month 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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