Amid Cyber Security Awareness Month (October), research has revealed that businesses are now increasingly using AI for cybersecurity and fraud management – with half of firms doing so.
Despite this, figures show that more Brits believe there are more risks (28%) than those who see more benefits (14%) to AI, with the misuse of personal data (72%) ranks as the top concern.
Top ways business owners are using AI:
| Rank | Ways business owners use AI | Responses |
| 1 | Customer service | 56% |
| 2 | Cybersecurity / Fraud management | 51% |
| 3 | Digital personal assistants | 47% |
| 4 | Customer relationship management | 46% |
| 5 | Inventory management | 40% |
| 6 | Content production | 35% |
| 7 | Product recommendations | 33% |
| 8 | Accounting | 30% |
| 8 | Supply chain operations | 30% |
| 10 | Recruitment and talent sourcing | 26% |
Over half of business owners use AI tools to bolster cybersecurity measures and manage fraud. These tools can analyse patterns and identify potential threats more efficiently than traditional methods.
Rob Harlow, Chief Innovation Officer at Sopro, comments on how businesses can use AI without alienating customers:
“Incorporating artificial intelligence into business offers excellent potential to improve efficiency, personalisation, decision-making, and more. However, using AI successfully requires a thoughtful approach to balance its benefits with the risks of it not being used properly or relied on too much.
“To get the most out of AI without alienating customers, businesses should balance digital tools and human insight. AI can handle data-heavy tasks and initial customer interactions. However, humans should remain in the loop for complex decision-making and deeper customer engagement. This balance ensures efficiency without sacrificing the human touch that customers often value.
“In addition, AI is not a ‘set and forget’ solution. Regularly review and adjust AI systems to respond to new data, changing market conditions, and customer feedback to ensure they stay relevant and effective.
You can also make AI less daunting for your customers by explaining how it works and the benefits it brings – particularly related to cybersecurity. Highlighting cases where AI has added value can shift the perception from seeing AI as a basic or invasive tool to recognising it as a sophisticated and beneficial tool.
“By implementing these strategies, businesses can harness AI’s power to streamline operations and enhance the customer experience through true personalisation. With a considered approach that combines the best of digital and human resources, companies can use AI not just as a tool, but as a means to sustainable growth and customer satisfaction.”
Sopro [https://sopro.io/solutions/lead-generation-service/]
