CX Today: Shadow AI agents often access customer data without security oversight
The article draws on comments from Ankita Gupta of the agent security platform Akto: the problem becomes more serious when employees ask an agent to do work rather than write text.
What's happening
According to CX Today, shadow AI agents are entering workflows with access to customer data and business systems, often without security oversight. Shadow AI refers to AI tools and agents that the company has not approved. Ankita Gupta of Akto says agents operate on their own and can access large amounts of sensitive data.
Whose desk it lands on
The executive responsible for customer experience. Does the security team know about the AI agents your team has connected to customer records?
Our view
The CX Brief's interpretation, not a claim made by the source.
Shadow AI is not just the security team's problem: according to the article, security teams play a central role here, but they cannot make every decision about how AI is used across the company. That is why the service team also helps decide what permissions an agent connected to customer records should have.
