Data Privacy and Security in AI-Driven Customer Platforms: A Cloud Computing Perspective (Published)
AI-driven customer experience platforms have transformed enterprise engagement strategies by leveraging large language models and cloud-native infrastructure to deliver personalized interactions across multiple channels. These sophisticated systems process substantial volumes of sensitive customer information across distributed cloud environments, introducing multifaceted security challenges beyond conventional cybersecurity frameworks. The integration of AI with cloud computing creates unique vulnerabilities, including prompt injection, data privacy concerns, content safety risks, technical exploitation vectors, and regulatory complexity. Addressing these challenges requires comprehensive architectural approaches spanning zero trust principles, proactive data protection strategies, secure MLOps pipelines, confidential computing, and robust output monitoring. The CYBERSECEVAL benchmark provides valuable insights into security vulnerabilities even among advanced systems, highlighting concerns with prompt injection, code generation capabilities, and the fundamental tradeoff between security and functionality. Effective protection demands a holistic strategy combining technical controls with governance frameworks, ongoing security evaluation, and organizational awareness. Financial institutions and other enterprises must balance innovation with robust security while maintaining compliance across multiple jurisdictions, ultimately requiring continuous adaptation to the rapidly evolving threat landscape in AI security.
Keywords: AI security, Cloud Computing, Data Privacy, customer experience platforms, prompt injection vulnerabilities.