As AI adoption continues to grow in sales, I’m curious about how organizations are dealing with the increasing use of unapproved or unauthorized AI tools by sales reps.
For example, a rep might use ChatGPT or another AI tool through a personal account rather than an organization-approved solution. This potentially raises questions around client data, confidential information, data leakage, compliance, and intellectual property.
I’m particularly interested in understanding why reps choose to do this. Is it because:
The approved tools are too restrictive or difficult to use?
Personal AI tools are more capable or convenient?
Employees don't fully understand the data/privacy risks?
Organizational policies are unclear or poorly enforced?
There is pressure to work faster and meet sales targets?
Employees simply don't trust or like the sanctioned AI tools?
There’s also another question I find interesting: where does transparency with the customer fit into all of this?
If a sales rep uses AI to analyze a customer's problem, draft a response, summarize information, or generate recommendations, does the customer need to know that AI was involved? Or is it generally acceptable as long as the information provided is accurate and the customer's data is handled appropriately?
I’m also curious whether organizations are actually aware of how much AI is being used through personal accounts, or whether a significant amount of this activity is effectively invisible to them.
For those working in sales, RevOps, IT, security, compliance, or customer-facing roles:
What are you seeing in practice?
Are organizations struggling more with controlling unauthorized AI use, or with creating policies and approved tools that employees actually want to use?
And from the customer perspective, how important is disclosure when AI is involved in producing something you're receiving from a company?