Most companies are rolling out AI in their customer service operations without governance structures, potentially opening themselves up to security risks.
A survey conducted by analytics software provider CallMiner revealed that almost all (96 percent) of CX contact center leaders view implementation of AI, including generative and agentic AI, as a key strategy for their business.
According to the annual CallMiner CX Landscape Report, released in partnership with Vanson Bourne, that is up from 87 per cent in 2024.
“More organizations are progressing beyond pilots and proofs of concept, instead choosing to embed AI more deeply into their CX ecosystems,” the report found.
But alarmingly, while around 80 percent of companies have at least partially implemented AI and 71 percent of organizations have a dedicated AI governance function, a staggering 67 percent agree that they are implementing AI without the governance structures, policies, and processes needed to manage the associated risk.
In the rush to adopt AI and be seen as keeping pace with innovation, organizations are moving forward with execution and adoption before fully establishing a clear strategic direction.
Only 43 percent of organizations that do have formalized governance teams are focused on defining AI strategy. But current frameworks may not be comprehensive enough to adequately address concerns about AI implementations and guide their responsible use, according to the report.
This could reflect the challenge of new AI departments or oversight teams keeping up with technology that is advancing at an unprecedented pace. It could also be a symptom of a lack of internal urgency or inconsistent regulatory guidance.
The report notes that robust governance is key to implementing AI responsibly and effectively:
"Whatever the cause, establishing an AI governance team or hiring a lead alone isn’t enough.
Governance must be robust, consistently applied, and fully embedded into the broader CX strategy to manage AI’s risks and unlock its rewards.
More AI = More Problems
As recent security breaches indicate, implementing AI carries the risk of attracting increasingly sophisticated cyberattacks and social engineering schemes.