Chapter 05
Prepared for tomorrow
Even if a potential partner can demonstrate a best practice approach to every current aspect of system and information security, how can you be certain that this approach will continue to provide protection over the course of the business relationship?
This is a critical question, especially in light of recent technological breakthroughs. As well as excitement around the potential of generative AI to revolutionize business, there is also a very real sense of trepidation regarding its use by cyber criminals.
Every potential partner on your shortlist will have already developed a generative AI adoption roadmap and may well have demonstrated proofs of concept regarding the technology’s use in CX delivery. But how will those organizations protect and validate the data they use to train their models and what role, if any, will the technology play in reinforcing system and information security?
As well as excitement around the potential of generative AI to revolutionize business, there is also a very real sense of trepidation regarding its use by cyber criminals.
Generative AI and cyberattack acceleration
There is a growing consensus that over the next two years the frequency and ferocity of cyberattacks will markedly increase, with GenAI playing a key role. At one end of the spectrum, it can elevate the capabilities of the most novice of threat actors, while at the other end it can further evolve and enhance the tactics, techniques and procedures of sophisticated state or non-state attackers.
To rightfully claim to be a leading BPO, an organization will be no stranger to AI and its security capabilities: whether it’s used within the contact center environment to monitor for social engineering attempts or deviations from scripts and authentication processes, or across the wider business for monitoring abnormalities in data access or automating risk analysis.
And to rightfully claim to be the best potential long-term partner, an organization will need to show how it plans to deploy generative AI as a means of complementing tools and processes with the aim of making cyber security a proactive rather than reactive function. This will be crucial in deflecting the higher frequency of low-sophistication attacks.
However, this intended deployment should go beyond automating tasks, pattern recognition, large-scale data analysis or enhancing existing threat intelligence. GenAI should be used as a support for employees to help them fulfill their duties as the frontline of defense. Whether it’s through real-time, tailored security training, minimizing distraction through automating repetitive tasks, or providing a digital safety through active analysis of potentially suspicious customer interactions, GenAI should have a role in strengthening an organization’s human firewall.
Action list
Assess the clarity of the potential partner's generative AI adoption roadmap.
Evaluate protections and validations for data used in training models or enhancing security.
Assess how prepared the organization is for increased and sophisticated cyberattacks influenced by generative AI.
Explore plans to use generative AI for a proactive cybersecurity approach.
Evaluate the integration of GenAI in strategies that empower employees against cyber threats.