CONTACT CENTER SECURITY
BY BRAD MURDOCH, DESKPRO
ILLUSTRATION PROVIDED BY ADOBE STOCK
CAN AI PASS THE CHECKPOINTS? HOW TO AVOID BLOCKING ITS ADOPTION.
Industry hype around AI in customer service makes it seem as if every organization should already be running fully autonomous AI agents at scale. But the reality looks very different. AI can offer genuine productivity improvements for support operations. But adoption patterns need to follow security, compliance, and data privacy requirements that act as checkpoints to safeguard customers, users, and organizations.
While 92 % of technology companies have adopted some level of AI for support operations, companies in regulated industries report only a 58 % adoption rate, according to our“ State of AI in
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Support Operations: Balancing Innovation and Compliance” report.
This gap reflects the data security, deployment flexibility, compliance, and regulatory requirements that public cloud-only AI offerings can ' t address. Organizations in regulated industries want AI capabilities, but vendors’ deployment architectures determine whether they can adopt them.
UNDERSTANDING THE AI ADOPTION BARRIERS
Outside of change management, there are three primary barriers preventing contact centers from advancing their AI maturity.
ORGANIZA- TIONS... WANT AI CAPABILITIES, BUT VENDORS’ DEPLOYMENT ARCHITECTURES DETERMINE WHETHER THEY CAN ADOPT THEM.