Cloudy PCI Pal has released a report which found 81 percent of UK businesses felt that increased use of technology to handle customer service enquiries, such as chatbots or self-service websites, was a security risk.
Consumer fears coincide with a move to replace contact centre professionals with automation. The report claims that it is not so much that consumers hate talking to robots and feel that any company using them is insulting them, but that they are worried about security.
About 21 percent of UK contact centre professionals believe that less staff will be employed due to greater use of automated solutions or chatbots.
