current
Shadow AI Surge
The use of unapproved, external AI tools by customer service agents (shadow AI) is rapidly increasing, posing security risks for companies.
Themes
Timeframe
immediate
Categories
Impact areas
Detailed Analysis
Driven by the need for more efficient tools and a lack of approved internal solutions, customer service agents are increasingly turning to shadow AI. "In some industries, shadow AI usage has surged 250% year over year—exposing companies to significant security risk." This trend highlights the importance of providing agents with the necessary AI tools and support. Companies that fail to address this need risk security breaches and a loss of control over customer interactions. Prioritizing AI copilot integration can empower agents and mitigate the risks associated with shadow AI.
Context Signals
The growth of shadow AI is particularly pronounced in industries like healthcare, financial services, and manufacturing.
The lack of approved internal AI tools is a key driver of this trend.
Shadow AI usage exposes companies to data breaches and compliance issues.
Edge
Companies will need to implement robust security measures and training programs to address the risks of shadow AI.
The rise of shadow AI may accelerate the adoption of approved AI tools as companies seek to regain control over their data and processes.
The demand for secure and user-friendly AI tools designed specifically for customer service will increase.
