Despite the many advantages offered by Artificial Intelligence, there are still companies that fear that if they implement these systems, the security of their business and their customers’ data will be compromised.
In the digital age, we cannot ignore the fact that communication between the company and its customers involves a large amount of data that has to be processed and transmitted via networks and information systems. Of course, it is up to companies to implement the necessary means to ensure secure communication throughout this process.
In these situations, many businesses opt for manual processing by employees because they feel that this will prevent any data leakage. However, what they do not realize is that technology can, in these cases, not only be more efficient by allowing us to handle more information in less time, but also more secure.
If you are one of those who believe that Artificial Intelligence is not a synonym for secure communication, we invite you to read on. You will be surprised!
Customer identification
When a customer contacts a company, he is not always answered at first by the agent who is in charge of his case or who can provide him with an answer. However, this means that, in order to verify their identity and ensure a secure communication, all the different employees who speak to them must ask them the same questions. This can make customers desperate and negatively affect their experience by having to repeat their details over and over again.
In this sense, AI makes this process faster and more accurate. A virtual agent (callbot or chatbot) will welcome users, ask the necessary questions to determine the veracity of the data and find out the reason for their query, delivering the conversation to the agent best qualified to deal with it.
On the other hand, Artificial Intelligence goes a step further and, in the case of calls, uses a voice biometrics system to confirm the customer’s identity. This prevents fraud and the access to the information by unauthorized persons.
Data is not stored
Carrying out certain processes manually is not always a guarantee of security. In fact, the processing of data by employees means that the data can be stored and therefore be susceptible to interception by third parties.
This does not mean that, with the use of AI, the risks disappear or that there is no need for employee intervention, but it is true that these solutions favor secure communication when providing confidential data such as credit card details.
For example, many companies have opted for credit card charging during a call. This is a very useful functionality for businesses, as on the one hand, it makes it easy for customers and allows them to close sales instantly. On the other hand, it allows them to carry out actions such as scheduling automated invoice calls (to claim unpaid debts from customers and cancel the debt at that moment) or charging the customer in advance for the use of a service.
In this process, Conversational AI systems offer an additional layer of security. The agent will forward the customer’s call to an intelligent system that will ask him for his payment details and process them directly with the bank, without storing them. In addition, employees will be able to see at all times at which step the user is during the process and if check that the transaction is being completed correctly.
Security standards
Related to the above, in order for an AI solution to be able to perform actions such as taking card payments over the phone, it must have minimum security standards. These include the PCI-DSS standard, which is mandatory for all companies that accept credit card payments by any means, and which allows the establishment of a secure space during the transaction.
Moreover, as an additional element to ensure a secure communication, we found the continuous analysis of data in real time by these solutions. Although the ideal is to dedicate all resources to prevent data leakage, this is not always achieved. Thus, while prevention is important, it is also effective to put in place the means to detect malicious behavior in time.
In this context, AI is able to detect any suspicious activity and alert employees at that very moment so that they can check it out and act before the problem escalates and becomes bigger.
Reduction of errors
Finally, in the relationship between Artificial Intelligence and security we find a very important feature: the ability that bots have for learning with every interaction and, therefore, the reduction of errors.
Through principles such as Machine Learning (Continuous Learning), virtual agents have the ability to improve with every interaction, analyzing and interpreting data and establishing patterns to avoid repeating mistakes in the future.
Ultimately, security has always been and will always be a very controversial aspect in the field of new technologies, mainly because we often hear of platforms, networks and internet services that have been breached. However, it is the same technology that, through AI systems, can help us not only to manage tasks automatically and efficiently, but also allow us to add an additional layer to ensure reliable processes, such as secure communication.
If throughout this article you have begun to see Artificial Intelligence in a different way, we invite you to discover our communications platform. With it, you can be confident that your conversations will be conducted securely not only because of the AI features we have introduced to you, but also because it works with the most secure communications protocol: WebRTC. Contact us to find out more!
