AI automated customer contact centers: Building cyber-secure fortresses for MSMEs

By Rashi Gupta (Co-founder and Chief Data Scientist at REZO)

Technology for MSMEs: The world, at present, is working on information. It is maybe an important useful resource for most organizations on the earth, be they authorities or personal. Unlike all different assets, information will not be getting scarce. On the opposite, we’re producing an increasing number of of this useful resource with each passing day. An group with related information within the appropriate format with the know-how to make use of it’s virtually sitting on a gold mine.

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Data theft is without doubt one of the most typical cyber crimes at present occurring the world over. Data theft can’t solely result in a loss in enterprise but in addition IPRs and the popularity of a corporation. In excessive circumstances, it may well even put the lives of individuals in danger. Data theft from a corporation can occur as a result of varied causes. However, information theft throughout the clients’ interplay with the corporate is the commonest. Large companies make use of a number of cybersecurity merchandise and personnel to maintain the networks and information secure. However, nonetheless they can’t be 100 per cent assured of their cyber security. The current cyber assault on AIIMS, New Delhi the place the info of hundreds of sufferers was below risk, is an instance of the vulnerability of organisations within the cyber world. The state of affairs with MSMEs is far worse.

MSMEs have a really restricted variety of workers. More usually than not, they’re additionally crunched for capital and different assets. The majority of MSMEs are below the misunderstanding that they’re too small to be of curiosity to any cyber-criminal. For most MSMEs, it’s financially impractical to make use of high-end cybersecurity merchandise or professionals, particularly for their customer service departments. Customer service departments are recognized to be the weakest hyperlink in any group’s community. Due to this, they grow to be probably the most most well-liked goal for cyber predators. 

Voice automation with AI: The recreation changer

In the long run, the variety of scammer assaults on customer contact facilities is simply going to extend. They is not going to solely enhance in numbers but in addition in sophistication and severity. As the standard instruments of safety are proving to be kind of futile, it’s time to introduce AI automation to remain one step forward of cybercriminals. AI automation supplies a number of benefits to customer contact facilities that not solely forestall scams and information theft but in addition assist take well timed measures to minimise injury in case of any incident.

Reduces the potential for human error

One of probably the most vital causes for the success of scammers is their potential to trick human brokers. Besides, people are susceptible to make errors below the affect of emotional stress, temper, fatigue, and many others. Automation with AI removes any such risk. It makes use of preset protocols and follows algorithms to ensure that each course of is adopted completely throughout each interplay with the customer or scammer.

Recognizes speech

 Voice recognition is without doubt one of the key facets of contact facilities automation. Automation with AI can create a library of consumers’ voices and examine the voice of the callers to these saved within the library. By this, it may well confirm the customer’s identification with voice and hasten the method of customer service. More importantly, establishing the customer’s identification via voice recognition additionally eliminates the necessity for clients to say or enter their account particulars, passwords, pins, or any such data that might be used for scams. Automated AI contact facilities may also be programmed to establish and acknowledge the nuances of 1’s speech.

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What makes AI pushed contact facilities the right selection for MSMEs

Although switching to AI-powered customer contact facilities is the appropriate selection for organizations of all sizes, it’s significantly vital for the MSMEs. For smaller organizations, any resolution must be cost-effective and easy. When in comparison with outsourcing to conventional customer contact facilities, AI-powered contact facilities come at a fraction of the whole value. There is not any coaching required for the Conversational AI bots and might be up and working very quickly. Conversational AI might be made accessible to serve clients 24X7 at virtually no additional value. In case there are season hikes in customer calls, the system can simply be scaled as much as meet the upper influx. In easier phrases, apart from offering a potent defend towards information theft, conversational AI supplies a number of different advantages like effectivity and cost-effectiveness.

Rashi Gupta is the Co-founder and Chief Data Scientist at REZO. Views expressed are the creator’s personal.

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