CRM AI
BY AARON COSTELLO, APPOMNI
ILLUSTRATION PROVIDED BY ADOBE STOCK
CRM AI’ S HIDDEN SECURITY RISKS
AI is no longer experimental in customer support centers. Many teams already rely on it inside their CRM applications for tasks like case summaries, prioritizing SLA-critical issues, sentiment analysis( detecting frustration or churn risk), and auto-scoring chats for compliance.
These AI-based tools save time and reduce friction for both care teams and customers. But as they become more embedded in daily operations, so does a new and largely unseen risk. The same features designed to help support center agents work faster can be manipulated by criminals and used against you.
18 CONTACT CENTER PIPELINE
HOW TO MANAGE THEM.
For customer support centers, where customer data is their most valuable asset, this creates serious exposure to risk.
A single compromised AI agent can:
• Enable large-scale customer data theft.
• Create fake administrative accounts.
• Launch follow-on attacks across the business.
Just as damaging, it can quickly erode customer trust.
THE SAME FEATURES DESIGNED TO HELP SUPPORT CENTER AGENTS WORK FASTER CAN BE MANIPULATED BY CRIMINALS...