Cybersecurity Month: How AI Strengthens Protection Without Compromising the Customer Experience

In 2024 alone, cyber attacks caused losses of up to R$ 2.3 trillions to the Brazilian economy – the equivalent of 18% of the country's GDP, according to the Public Ministry. The data shows the dimension of a challenge that is no longer just technical, but strategic: how to protect sensitive information without compromising innovation and customer experience?

It is in this context that the month of cybersecurity gains even more relevance. If, on the one hand, consumers demand fast and personalized digital journeys, on the other hand, they do not give up privacy and security in each interaction. Companies, on the other hand, need to balance digital transformation with data protection, preserving trust and business continuity.

Genesys believes that cybersecurity should go hand in hand with innovation in Customer Experience (CX). Therefore, the company's solutions unite AI, automation and compliance to offer empathetic and at the same time safe digital journeys. Among the advances presented recently in Xperience 2025, its global event stands out: 

• Guarantee of security and compliance in all interactions, protecting sensitive data and reducing the risk of fraud; 
• Application of generative AI to guide agents in real time, suggesting consistent and regulatory compliance responses; 
• Automation of critical flows, which eliminates redundancy and increases efficiency without giving up protection; 
• Building end-to-end experiences that reinforce consumer confidence in the brand. 

What do you think about talking to Rander Souza, director of AI solutions and innovation at Genesys for Latin America? It can bring insights into how AI applied to the customer experience can also be a strategic ally of cybersecurity, and how Brazilian companies are preparing for this new scenario, in which digital trust is a competitive differentiator. 

Rander Souza, Director of AI Solutions and Innovation at the Company for Latin America. With more than 15 years of experience in the technology sector and with a stint at Huawei, Oi and Avaya, Rander has been working for more than five years at Genesys, leading strategic initiatives that combine artificial intelligence, data and continuous innovation to transform the customer experience (CX) and employees (EX). His career is marked by projects that drive digital transformation in large companies, helping to create personalized journeys at scale and new models of service and relationship.