{"id":72866,"date":"2025-08-11T15:50:36","date_gmt":"2025-08-11T14:50:36","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=72866"},"modified":"2025-10-19T09:15:06","modified_gmt":"2025-10-19T08:15:06","slug":"trust-or-bust-how-to-secure-contact-center-ai-cyara","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/trust-or-bust-how-to-secure-contact-center-ai-cyara\/","title":{"rendered":"Trust or Bust: How to Secure Contact Center AI"},"content":{"rendered":"

AI is redefining customer interactions, but its rapid rise has brought an equally rapid emergence of risk.<\/p>\n

From hallucinations to compliance breaches, the pressure to deploy customer-facing AI agents at scale has collided with a lack of control, transparency, and testing.<\/p>\n

Cyara\u2019s AI Trust suite was born from this friction, and it’s quickly becoming essential in turning generative AI (GenAI) promise into production-grade reality.<\/p>\n

Origins Rooted in Risk<\/h2>\n

The AI Trust suite emerged in response to a now-familiar pain point: bots veering off-script with misleading or unsafe responses.<\/p>\n

Infamous gaffes that include virtual agents swearing at customers<\/a>, taking offence<\/a>, and even telling people to break the law<\/a> exemplify the risk within the service space.<\/p>\n

To address this, Cyara developed the AI Trust testing suite, an AI testing solution with modules designed to expose the unique risks of generative AI. The latest module, AI Trust Misuse, detects and flags inappropriate or off-brand bot behavior in the development stage.<\/p>\n

Complementing this is the AI Trust FactCheck module, which identifies factual inaccuracies and hallucinations that LLMs are known to produce.<\/p>\n

Speaking to CX Today, Christoph B\u00f6rner, VP of Engineering at Cyara<\/strong>, explained: “Trust is the main currency for AI-driven customer engagements or experiences.<\/p>\n

As AI continues to reshape, the contact center landscape will also reshape. We know that new challenges will keep emerging, and we will evolve our approach to these new challenges.<\/p><\/blockquote>\n

FactCheck: Validating AI Responses Against Real Data<\/h2>\n

FactCheck is one of the suite\u2019s powerful modules, a reality check for LLM outputs.<\/p>\n

The concept is simple but critical: validate AI-generated responses against a \u201csource of truth,\u201d whether it’s a product knowledge base, policy library, or technical manual. Responses are audited with color-coded feedback to flag factual errors and partial matches, which teams can use to QA and refine their models.<\/p>\n

FactCheck most frequently finds issues involving fabricated product specifications, outdated policy terms, and incorrect procedural guidance.<\/p>\n

Bridging the Proof-of-Concept Gap<\/h2>\n

Despite surging investment in AI-powered CX, only a fraction of projects cross the chasm into production. Indeed, approximately 70 percent are still stuck in the pilot or testing phase<\/a>, according to the Wall Street Journal.<\/p>\n

The AI Trust suite offers much-needed scaffolding, helping organizations build confidence by exposing hidden risks before customers do.<\/p>\n

On this, B\u00f6rner added: \u201cOne of the biggest problems for our clients is the \u2018what to do next question.\u2019 Especially when it’s about testing AI, these language models are extremely big, and running a test here could end up with 10,000 issues being found.\u201d<\/p>\n

Helping contact centers take the leap of faith from proof of concept, the AI Trust Misuse module evaluates customer interactions to identify hate speech, fraud, and other topics contact centers restrict, empowering them to detect and prevent incidents of malicious intent or harmful content generation.<\/p>\n

Speed vs. Assurance: No Longer a Trade-Off<\/h2>\n

Generative AI demands agility, but that shouldn\u2019t come at the cost of accuracy or safety. Cyara approaches testing as part of the development lifecycle, not an afterthought.<\/p>\n

Automated evaluations allow teams to iterate quickly while maintaining tight governance over conversational AI performance and compliance. As B\u00f6rner summarized:<\/p>\n

\u201cWe are not building these things just because we think that’s the next big thing to do; we’re building them based on the challenges that our clients face.\u201d<\/p><\/blockquote>\n

To check out the full AI Trust suite, find out more here: https:\/\/cyara.com\/products\/cyara-ai-trust\/<\/a><\/p>\n

 <\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

AI is redefining customer interactions, but its rapid rise has brought an equally rapid emergence of risk. From hallucinations to compliance breaches, the pressure to deploy customer-facing AI agents at scale has collided with a lack of control, transparency, and testing. Cyara\u2019s AI Trust suite was born from this friction, and it’s quickly becoming essential […]<\/p>\n","protected":false},"author":21,"featured_media":72867,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850,61016],"class_list":["post-72866","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center","category-customer-analytics-intelligence","tag-agentic-ai","tag-ai-agents","tag-artificial-intelligence","tag-ccaas","tag-generative-ai","brands_to_track-cyara","editorial_type-interview","intent-evaluation","target_audience-dual"],"acf":[],"yoast_head":"\nTrust or Bust: How to Secure Contact Center AI - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers news including Agentic AI, AI Agents, Artificial Intelligence, CCaaS, Generative AI and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/contact-center\/trust-or-bust-how-to-secure-contact-center-ai-cyara\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Trust or Bust: How to Secure Contact Center AI\" \/>\n<meta property=\"og:description\" content=\"CX Today covers news including Agentic AI, AI Agents, Artificial Intelligence, CCaaS, Generative AI and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/contact-center\/trust-or-bust-how-to-secure-contact-center-ai-cyara\/\" \/>\n<meta property=\"og:site_name\" content=\"CX Today\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CXTodayNews\/\" \/>\n<meta property=\"article:published_time\" content=\"2025-08-11T14:50:36+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-10-19T08:15:06+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/08\/Trust-or-Bust-How-to-Secure-Contact-Center-AI.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"850\" \/>\n\t<meta property=\"og:image:height\" content=\"425\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Guest Blogger\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:site\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Guest Blogger\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/trust-or-bust-how-to-secure-contact-center-ai-cyara\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/trust-or-bust-how-to-secure-contact-center-ai-cyara\/\"},\"author\":{\"name\":\"Guest Blogger\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/9f47660da0b0b580bb2d07048e56411c\"},\"headline\":\"Trust or Bust: How to Secure Contact Center AI\",\"datePublished\":\"2025-08-11T14:50:36+00:00\",\"dateModified\":\"2025-10-19T08:15:06+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/trust-or-bust-how-to-secure-contact-center-ai-cyara\/\"},\"wordCount\":580,\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/trust-or-bust-how-to-secure-contact-center-ai-cyara\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/08\/Trust-or-Bust-How-to-Secure-Contact-Center-AI.jpg\",\"keywords\":[\"Agentic AI\",\"AI Agents\",\"Artificial Intelligence\",\"CCaaS\",\"Generative AI\"],\"articleSection\":[\"Contact Center & Omnichannel\u200b\",\"Customer Analytics & Intelligence\"],\"inLanguage\":\"en-GB\",\"copyrightYear\":\"2025\",\"copyrightHolder\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/trust-or-bust-how-to-secure-contact-center-ai-cyara\/\",\"url\":\"https:\/\/www.cxtoday.com\/contact-center\/trust-or-bust-how-to-secure-contact-center-ai-cyara\/\",\"name\":\"Trust or Bust: How to Secure Contact Center AI - 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