Security concerns slow AI adoption in customer service industry

Security concerns are inhibiting the widespread adoption of Artificial Intelligence (AI) in the customer service industry, a new survey by CommBox has revealed.

This research, which included more than 1,000 consumers and 250 managers in customer-facing roles, aimed to assess current attitudes towards AI and its implementation within the sector.

Despite the demand for AI-driven services, with 80% of consumers expressing a preference for AI solutions, 85% of brands have refrained from extensive AI deployment. The principal obstacle cited by the companies surveyed is security, with 32% identifying it as their primary concern.

'Shadow AI,' defined as the unsanctioned or ad-hoc use of AI within an organisation outside its IT governance, has emerged as a significant threat. The rise of 'Shadow AI' complicates the safe integration of AI systems into customer service operations, adding to the security concerns already in place.

"As the buzz around AI has grown, we've seen rapid adoption and interest within the sector. We're now coming towards the end of this initial wave, where issues such as security are now front of mind," noted Dvir Hoffman, CEO of CommBox. "This is particularly the case for larger enterprises, which have stricter guardrails in place when compared to small and medium-sized organisations, where employees can't just download the latest AI tool without due diligence."

Aside from security, which tops the list of concerns, other significant barriers include implementation costs and internal resistance, each cited by 31% of the businesses surveyed. These challenges are seen to be slowing the pace of AI adoption, despite industry leaders maintaining a positive outlook on the potential benefits of AI for customer service.

Advanced sentiment analysis, personalised recommendations, improved automation capabilities, and better customer and employee access to knowledge are among the key applications of AI favoured by those in customer service leadership roles. These applications are expected to address some of the friction points currently experienced by consumers in their interactions with brands.

To harness the full potential of AI in customer service, brands must find a way to balance the transformation of customer engagement with rigorous data protection and compliance policies. Recommendations for companies include seeking partners that can streamline operations through features like automating routine inquiries and tasks while ensuring data is protected and stored securely. Compliance with regulations such as SOC2, ISO, and GDPR is critical.

Hoffman emphasised the importance of maintaining compliance: "Things like 'Shadow AI' and data storage are a growing issue for enterprises, so transforming customer engagement while maintaining compliance must now become the focus if the sector is to keep pace with adoption elsewhere. As a service provider, we ensure that we're compliant with the latest, most stringent global security regulations and boast ISO, SOC2 and GDPR compliance."

Overall, the CommBox survey underscores the need for a balanced approach to AI adoption in the customer service industry. While the benefits of AI are clear, addressing security concerns and ensuring compliance with regulatory standards remain crucial to unlocking its full potential.