Initially, the contact centre operated separately from the rest of your company. Transferring information between the store, warehouse or accounting was challenging, but gradually everything got better thanks to the internal systems you had under your control. However, changes are looming and with them comes pressure to move contact platforms to the cloud. This promises easier management and greater flexibility. At the same time, however, it raises concerns about data security. The question is how to approach it – is it a risk or an opportunity?
Marcel Vejmelka, our contact centre expert, invites you behind the scenes of the work of a system integrator. Based on years of experience, he has prepared three tips to help you cope with the pitfalls of the cloud era.
Run your contact centre in the cloud. Thus keep your data and AI in the safety of your internal IT infrastructure. Let the communication between them flow through the API. Only snippets of information will be exchanged between the contact centre and your CX systems. A potential attacker thus has no chance to piece together a bigger picture that could be exploited. Ideally, communication takes place as follows: The automated system (Voicebot/Chatbot) receives the customer’s request and sends it to the AI, which is on-premise and works with all company and customer data. However, it only sends the finished response to the cloud without further context. The automated system reads the text using the text-to-speech functionality.
The advantage is not only safety and speed, but also variability. You can have several AI models deployed on your data, and the automated system will ask the one that is best for the task at hand. You also have data for reporting and analytics in one place.
If you handle customer data integration correctly, you will have communication scenarios ready for different situations. This lets you know when a client will most likely want to connect with a live operator. That way you can redirect them from the automated system to an actual person before they even ask for it. You can also forward them in this manner when it is clear that the automated system does not have the required information, but the operator does. An added bonus of good integration is that it allows you to check whether the AI is starting to hallucinate. Tools such as Cisco AI Defense can audit the integrity of artificial intelligence and identify non-standard behaviour that could damage the company’s image.
Do not buy a one-way ticket to the cloud. The transition to new technology may not go as planned. It is also possible that your supplier may decide that the cloud solution is no longer profitable for them and terminate it. The only possible solution at that point is to return to the last functional solution. However, if you do not part ways with your previous supplier on good terms, you may find that you have nowhere to return to.
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