Forbes November 4, 2024
If your agents aren’t equipped with the right AI tools, there’s a strong chance they’re using tools they found on their own. Shadow AI—the use of unauthorized AI tools at work—has surged 250% in some industries, particularly in sectors handling sensitive customer data, such as finance and healthcare.
This should raise alarms for everyone, but especially IT and CX leaders, who now face the dual challenge of safeguarding customer trust and protecting the business. By adopting an integrated AI approach, leaders can mitigate these risks by equipping their teams with the right tools, driving secure, efficient, and higher-quality customer service.
Nearly half of agents admit to using Shadow AI, according to our research, even in companies with strict policies against...
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