How artificial intelligence can help strengthen customer privacy
Data privacy is increasingly important to customers. According to a recent report by an organization, 78% of consumers are worried about their personal data being collected. The survey also found that 40% of consumers said they did not trust brands to use their data ethically. In this environment, businesses must do all they can to support privacy and protect data. One important tool is artificial intelligence.
It is predicted that by 2023, considering the many advantages of artificial intelligence in optimizing data security in the modern world, 40% of privacy technologies will rely on artificial intelligence intelligent. Still, many customers are wary. According to 2020 data from the European Consumer Organization, 45%-60% of Europeans believe that artificial intelligence will lead to more misuse of personal data. As this disconnect grows, here are effective ways AI can help strengthen customer privacy.
Reduce human error in accessing sensitive information
The fewer people who have access to personal data, the better. Artificial intelligence technology is one of the tools companies can use to minimize access. AI can proactively block sensitive requests where customers have to share personal information such as credit card or Social Security numbers. This sensitive information is then automatically populated into the target system without the need for live agent access. This eliminates the need for customers to share information with the agency, thereby reducing the risk of their personal information being obtained and illegally used.
While maintaining control over who has access to data sets, enterprises can also consistently audit how data is accessed to look for red flags and reduce the chance of a data breach . In the meantime, as long as some people still have access to personal data, companies can invest in training to help employees understand how easy it is for hackers to steal customer data. Training can focus on actionable items for employees to proactively protect customer data.
AI will redact information from conversations as quickly as possible
There are many reasons call centers need to collect sensitive data, but many data requests are Temporary, such as requiring a customer to verify their identity. Certain artificial intelligence technologies will edit this information in real time, allowing customers to talk about their problems unhindered, while the system will automatically block particularly sensitive information, such as SSNs and credit card numbers. This feature allows customers to get the information they need from their service calls while still allowing agents to support customers without seeing personally identifiable information.
Reduce Identity Theft and Improve Compliance
Experts estimate it happens every 14 seconds, according to the National Identity Theft Protection Council Identity theft. AI can help organizations modernize, standardize and manage privacy practices to reduce the risk of errors. For example, when monitoring how employees access sensitive data, AI can be trained to recognize normal behavior and flag anomalies. Tools such as artificial intelligence, security analytics, and encryption are key mitigating factors in reducing the cost of a data breach.
AI-powered tools can also be used to ensure businesses adhere to all necessary privacy standards and guidelines. Many General Data Protection Regulations limit agencies’ ability to collect, store and share customer data. With AI, companies can automate standardized privacy practices at scale.
Using Artificial Intelligence in Data Security to Improve Customer Experience
Many standard practices help improve customer experience , like 24/7 support and omnichannel capabilities, allowing customers to pick up where they left off, in any channel. While these features are valuable, customer privacy is an often overlooked aspect. Gaining the trust of your customer base is critical, especially as you continue to invest in new technology. Start exploring AI solutions today to improve the overall customer experience and better protect customer data.
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