Insights from Glassbox Highlight Concerns about Data Privacy for Enterprise AI Users

Customers far and wide have been indicating that they have mixed feelings about artificial intelligence (AI)-driven customer support. While many, many people are in favor of reliable automation that allows them to use AI-based technologies to achieve resolutions to their problems/answers to their complex queries, they are distinctly wary of the privacy implications of AI when it comes to their personal information.

And as it turns out, companies using AI have the same concerns.

This is why AI customer intelligence solutions provider Glassbox recently released a new research report that surveyed digital professionals on the topic of data privacy and security. The study, entitled "AI in Personalization and Privacy," offers insights into the adoption and impact of AI technologies in digital marketing and customer experience (CX) roles. The results highlight the immense value that AI can deliver for digital marketing leaders and professionals; the study also underscores the need for strong data privacy policies and protections.

Over the past year, 74% of companies have boosted their investments in personalization efforts using AI technologies, the study found. In addition, two thirds of respondents (66%) of digital professionals are utilizing AI in their roles, with 39% deeming it essential to their job functions.

At the same time, a large majority (77%) of AI users believe that companies need to do more to address AI-related data privacy concerns. Among those using customer data for AI insights, 57% worry about maintaining compliance with data privacy laws.

"As AI becomes more interwoven with digital personalization efforts, it is essential for brands to balance the value it brings with the responsible application of data privacy," said Yaron Morgenstern, CEO of Glassbox. "Our research stresses the need for businesses to invest in the compliance, usability and reliability of their digital data management systems to build customer trust, as they work to enhance CX through the thoughtful deployment of secure AI solutions."