Securing UC without AI
There is no escaping mentions of AI in the contact center. Across all technologies, it’s the hottest topic of the last two years – and as evolutions continue a pace, that won’t change anytime soon. AI is bringing exciting changes to UC, but there are some widespread concerns that are yet to be tackled. AI can be leveraged for both good and bad. Here we dive into some of the primary risks with the technology and whether there’s alternatives for the enterprise looking to upskill and upscale UC without AI.
Benefits of AI in UC
AI does, of course, bring benefits in UC, including:
- Enhanced communication efficiency
- Improved collaboration
- Personalization and enhanced customer experience
- Cost and time savings
- Data-driven insights
AI has enormous potential for good, creating a positive social impact and addressing some of the most pressing global challenges.
However, as with most things in life – there’s rarely reward without risk. AI’s ability to deliver these benefits relies on its access and capacity to continuously ingest and learn from vast data sets. With the risks of inadvertently mishandling sensitive customer data, it’s important for businesses to find balance in their pursuit of AI-driven advantages.
Risks of AI in UC
Dominic McDonald, founder at ULAP Networks, is setting sail against the tide of UC companies embracing all aspects of AI – as he sees it - without question. He highlights several concerns about its risks, sharing his view on why we should not be riding the wave of AI while it is often misunderstood and remains relatively unregulated.
1. Potential for misuse
With AI’s ability to process vast amounts of data quickly, there’s an increased risk of sensitive customer information being mishandled.
AI-driven tools in UC can improve speed and efficiency but require it to capture and store large volumes of personal data – everything from financial details to private conversations. Businesses should consider the risks involved in new innovations to protect privacy.
AI-powered UC systems have a higher responsibility to prevent exploitation, manipulation, and misuse of sensitive data, which may impact individual customers or severely damage a business’ reputation and legal standing.
2. Nascent regulation
Regulations around AI exist. But given the rate of development and evolving use of the technologies, they will always present a challenge, particularly in ensuring compliance and user data protection.
They also vary widely between countries, so there is no global standard. This further complicates compliance for companies operating globally, since it becomes more difficult to adhere to a uniform standard of data protection and ethical AI use.
As McDonald states, data privacy regulations exist, but there are no advanced tools yet to police the misuse of AI technology. Until such frameworks are in place, a standardized use of AI remains ambiguous.
3. Lack of distinction between AI and automation
Automation is widely used in UC – whether it’s automatic call transcription in a call center or chatbot integration on webpages. McDonald asserts that many technological features that are referred to as AI are automation, and the two terms are being used interchangeably to “jump on the bandwagon”.