Secure AI, Safer Payments: The Next Evolution of Customer Self-Service 

Blog

2 Jun 2025

AI-powered self-service is revolutionizing contact centers—but without embedded security, it carries serious risks. This blog explores how to deliver seamless, secure experiences across voice, chat, and digital channels by combining conversational AI with PCI-compliant payments—ensuring trust, compliance, and smarter customer service at every interaction.

In today's digital-first world, customer expectations have never been higher. Contact centers are under pressure to deliver fast answers, personalized support, and 24/7 service. To keep up, many contact centers are turning to AI-powered self-service. 

Despite the vast benefits that AI solutions provide, contact centers must ask: Is our self-service solution actually secure? 

Self-Service is Changing, and it Comes with Risks 

Historically, IVRs and chatbots could handle basic tasks, but could not help customers when a request fell outside their predefined scripts. They easily became a source of frustration, thus pushing customers towards live agents, defeating their purpose. 

Yet, AI has come a long way and is progressing rapidly. Contact centers can now utilize conversational AI, a more dynamic form of AI that can understand context, intent, and even emotion. As a result, contact centers can provide smarter, faster customer service across voice, chat, and digital channels. 

Despite the vast benefits of conversational AI, it doesn't come without risk. For example, in 2023, a car dealership chatbot offered a car for $1. Then, in 2024, a major airline had to honor a refund its chatbot made up. These aren't just embarrassing moments, but warning signs that contact centers must secure their AI platforms. 

How can Contact Centers Deliver Seamless, Secure, Omni-Channel Self-Service Solutions 

Our new guide, Trust Every Interaction: Merging Conversational AI and PCI Compliance for Secure Self-Service, explains how contact centers can offer their customers AI-powered experiences with ironclad security. 

In the guide, you'll learn: 

  • How conversational AI transforms customer service from rigid scripts to fluid, natural interactions. 
  • Why contact centers must embed security into every self-service layer, from the AI engine to payment flows. 
  • How contact centers can achieve PCI-DSS compliance in an automated, omnichannel world. 
  • How companies like Star One Credit Union achieved over 80% containment and 90% resolution using secure conversational AI. 
  • How integrating Eckoh's secure payment solutions, like CallGuard and ChatGuard, can protect cardholder data on your self-service channels. 

The Power of Secure AI 

Security should be the foundation for every digital interaction, especially concerning payments or personal information. Download our guide and take a step closer towards bringing brilliant conversational AI, backed by PCI-compliant payment technology, to your customers. 

Download our whitepaper and learn more about how conversational AI and secure payments can transform your contact center.