The intersection of AI and cybersecurity Threat detection for CX platforms

AI is no longer just a buzzword, it's the secret weapon protecting CX platforms from cyber threats. From deepfake scams to bot invasions, discover how AI is transforming customer trust into a strategic firewall for the digital age

- ROMAN RAFIQ

Customer experience (CX) platforms today sit at the heart of enterprise operations, shaping the way organisations in telecom, banking and financial services (BFSI), e-commerce, retail and healthcare engage with millions of customers.

But as CX platforms become increasingly digital, integrated and Cloud-based, they have also become high-value targets for cybercriminals. From phishing and ransomware attacks to sophisticated identity theft, the risks are multiplying.

The convergence of artificial intelligence (AI) and cybersecurity offers a path forward, enabling organisations not only to defend against evolving threats but to do so at speed and scale. For CX organisations like Startek, which manage sensitive customer data and transactions across multiple industries, Al-powered threat detection is no longer optional; it is fundamental to building trust and resilience.

Why CX platforms are attractive targets

CX platforms are data-rich ecosystems. They process everything from payment information in e-commerce transactions, medical records in healthcare interactions, to personal identifiers in telecom and BFSI engagements. Such data is valuable for cybercriminals who can exploit it for financial gain, identity theft or even large-scale fraud.

Traditional security methods, largely rule-based and reactive, often struggle to keep pace with the increasing sophistication of today’s attacks. For example:

• Telecom: SIM-swap frauds and DDoS attacks aimed at disrupting customer service

• BFSI: Phishing campaigns targeting call centre agents to gain unauthorised access to banking credentials

• E-commerce and retail: Bot-driven credential stuffing attacks leading to account takeovers

• Medical services: Ransomware aimed at accessing electronic health records