How to Secure Your Conversational AI Agents

The rise of conversational AI agents is transforming how businesses interact with their customers. From handling routine inquiries to processing complex transactions, AI agents are becoming integral to contact center operations. However, as organizations rush to implement AI-powered solutions, many risk overlooking a critical component: security. 

Conversational AI agents offer unprecedented opportunities for enhanced customer experience and operational efficiency. However, they also introduce new vulnerabilities that require careful consideration. The key to successful AI implementation lies not just in choosing the right technology, but in ensuring that security is built into every interaction from day one. 

Potential security risks with conversational AI agents 

Data breaches 

Conversational AI agents handle vast amounts of sensitive customer information during interactions. Unlike traditional systems with defined data entry points, AI agents can collect, process, and store data at any point in a transaction through natural language conversations. This creates multiple potential exposure points. A single security gap can compromise personal details, transaction histories, and other confidential information across thousands of customer interactions. 

Compliance challenges 

Regulatory frameworks like PCI-DSS for payment data and GDPR for personal information weren't designed with conversational AI in mind. Organizations must navigate complex compliance requirements while ensuring their AI agents can still deliver seamless customer experiences. This becomes particularly challenging when AI agents handle payment information or process requests across multiple jurisdictions with different regulatory requirements. 

Fraudulent access attempts 

Conversational AI agents can become targets for sophisticated social engineering attacks. Malicious actors may attempt to manipulate AI responses, extract sensitive information through carefully crafted prompts, or impersonate legitimate users to gain unauthorized access to accounts and services. The conversational nature of these interactions can make it difficult to distinguish between legitimate requests and fraudulent attempts. 

AI systems operating without proper oversight 

Perhaps one of the most significant risks is allowing conversational AI agents to operate without adequate guardrails and controls. AI systems can "go rogue" in various ways: responding inappropriately to malicious inputs, generating offensive or inappropriate content, taking incorrect actions, or being manipulated into providing information or services they shouldn't. Without proper oversight mechanisms, AI agents may make decisions that compromise security, violate compliance requirements, or harm vulnerable customers—all while appearing to function normally to users and administrators. 

Best practices for securing conversational AI agents 

Achieve strong security certifications and compliance 

Establish credibility through recognized security certifications. Look for vendors who have ISO 27001 for information security management and ISO 27701 for privacy information management, as Eckoh’s preferred AI solution does. Ensure GDPR compliance for European operations and prepare for industry-specific requirements like HIPAA for healthcare applications.  

Implement AI guardrails and trust layers 

Deploy a comprehensive "Trust Layer" that provides intelligent oversight and control over your conversational AI agents. This critical security layer should include dual AI systems: one managing the conversation and another dedicated to guardrails, with the guardrail AI always taking priority. Create individual topic-level guardrails rather than relying on a single master rule base. This separates generative AI instructions from security controls to reduce the chance of errors. Design guardrails to protect vulnerable customers by identifying sensitive topics and routing conversations to human agents when appropriate. 

Robust data management and privacy controls 

Ensure complete data isolation with information never leaving your secure cloud environment. Implement customizable data retention periods and sophisticated masking capabilities for personally identifiable information (PII) in conversations. These masking controls should work both within your platform and when interfacing with third-party large language models (LLMs). Use targeted, curated and maintained data specifically designed for your AI training to prevent hallucinations and ensure accurate responses. 

Use data tokenization and encryption 

Ensure that sensitive data handled by your AI agents is tokenized or encrypted both in transit and at rest. Payment card information should never exist in plain text within your AI systems. Implement end-to-end encryption for all customer interactions and use secure tokenization to replace sensitive data with non-sensitive equivalents. Tools such as Eckoh’s ChatGuard and Digital Payments can integrate with any AI conversational agents to ensure payments are taken securely. 

Conduct comprehensive AI testing 

Test your AI models thoroughly before deployment, including both standard conversational flows and guardrail functionality. Go beyond "happy path" testing to examine how your AI responds to unexpected queries and edge cases. Implement automated testing scenarios that can evaluate deep and broad functionality. Continuously improve your models using real-world data to optimize performance and address knowledge gaps that emerge post-launch. 

Strategic implementation and education 

Begin with small, limited pilots to understand implications while minimizing risk, time, and cost. Develop a clear AI strategy with specific security objectives. Educate all stakeholders, including AI trainers, engineers, contact center staff, and marketing teams, to ensure alignment and understanding. Organizations in highly regulated industries should prioritize this comprehensive approach due to the heightened security requirements and regulatory scrutiny. 

How Eckoh secures conversational AI implementations 

At Eckoh, we understand that security isn't just a feature—it's the foundation upon which effective conversational AI agents are built. Our approach combines proven security methodologies with innovative AI technologies to deliver solutions that protect both your organization and your customers. 

Proven security heritage 

Our flagship CallGuard solution has protected millions of customer interactions, demonstrating our commitment to security-first design. This same security expertise forms the backbone of our conversational AI offerings. We don't just add security features to existing AI systems - we build security into the core architecture from the ground up. 

Comprehensive security framework 

Eckoh's conversational AI agents operate within a comprehensive security framework that addresses every aspect of the customer interaction journey. From initial authentication through transaction completion, our solutions maintain strict security protocols while delivering the seamless conversational experience your customers expect. 

Reassurance for current clients 

If you're already an Eckoh customer considering conversational AI agents, you can move forward with confidence. Our AI solutions are built on the same security principles and infrastructure that currently protect your operations. This means you can embrace AI innovation without compromising the security standards you've come to expect from Eckoh. 

Supporting new security requirements 

For prospective customers who may already have conversational AI agents in place but lack comprehensive payment security, Eckoh offers specialized solutions that can integrate with your existing AI infrastructure. We can help secure your current implementations while providing a pathway for future enhancements and expansions. 

Take the next step towards secure AI innovation 

The future of customer service lies in conversational AI, but that future must be built on a foundation of robust security. Whether you're exploring conversational AI agents for the first time or looking to enhance the security of existing implementations, Eckoh is your trusted partner for secure, innovative customer engagement solutions. 

Contact Eckoh today to discover how we can help you implement conversational AI agents that deliver exceptional customer experiences while maintaining the highest security standards. Together, we can ensure your AI-powered future is both innovative and secure.