AI Use in the Workplace: Trust Issues, New Security Tools, and USAID's Device Policy Shift

[00:00:02] It's Tuesday, April 29th, 2025, and I'm Dave Sobel. Today, over half of employees are hiding AI use from their employers, fueling trust and compliance concerns. The browser becomes the new battleground as SureWeb and Akamai respond with targeted security controls. Synchro pushes platform consolidation to streamline operations. And USAID's decision to abandon device collection exposes a deeper identity management crisis. We'll talk about why these matter. This.

[00:00:32] is the business of tech. A recent study by KPMG conducted in partnership with the University of Melbourne reveals that 57% of employees admit to concealing their use of artificial intelligence tools from their managers and colleagues. This trend not only raises concerns about transparency and trust within organizations, but also poses significant risks related to data management and compliance. The report titled Trust, Attitudes, and Use of Artificial Intelligence, a Global Study 2025,

[00:01:01] surveyed over 48,000 individuals across 47 countries. It found that 58% of employees actively use AI in their work, with a third doing so at least weekly. Alarmingly, 66% of these users do not verify the accuracy of the AI-generated results, and nearly half have shared sensitive business information on public AI platforms.

[00:01:23] A recent study has revealed that 42% of consumers believe artificial intelligence and chat GPT can manage complex customer service inquiries as effectively as humans. However, despite the growing acceptance of AI in customer interactions, 51% of U.S. customers reported receiving incorrect information from AI self-service bots, highlighting the technology's limitations.

[00:01:47] The study, conducted by Shep Hyken, surveyed over 1,000 U.S. consumers and found that 50% successfully resolved customer service issues using AI without human assistance, a significant increase from 32% in the previous year. Additionally, 63% of customers anticipate that AI technologies will become the primary mode of customer support. While younger generations, like Gen Z, are more comfortable with AI, privacy and security concerns remain prevalent, with 70% of consumers expressing worry about the AI.

[00:02:17] The role of the issues when interacting with AI. The role of prompt engineer, once considered one of the hottest jobs in artificial intelligence, is now largely obsolete due to rapid advancements in AI technology. According to Jared Spataro, Chief Marketing Officer of AI at Work at Microsoft, the necessity for specialized prompt engineers has diminished as AI models have evolved to better understand user intent and ask clarifying questions.

[00:02:45] A recent survey by Microsoft revealed that among 31,000 workers across 31 countries, prompt engineering ranked second from the bottom in terms of new roles companies are considering adding. Meanwhile, roles such as AI trainer, AI data specialist, and AI security specialist topped the list.

[00:03:03] Job postings for prompt engineers have significantly declined, with searches on the job platform indeed peaking shortly after the introduction of ChatGPT, but now averaging only 20 to 30 searches per million. LinkedIn has revealed significant insights into the adoption of artificial intelligence tools among businesses, emphasizing that companies integrating these technologies have seen notable improvements in productivity and revenue.

[00:03:28] According to LinkedIn's latest economic impact report, 75% of businesses utilizing generative artificial intelligence reported time savings and revenue increases exceeding 10%. Despite these advantages, the report highlights a concerning trend. Small and medium-sized businesses are lagging behind larger corporations in AI adoption.

[00:03:49] The report indicates that while 62% of companies in India and 51% in the U.S. are adopting AI at high rates, small and medium businesses struggle to keep pace, potentially missing out on major economic benefits. Why do we care?

[00:04:05] Well, we care because these insights collectively highlight crucial inflection points in the adoption of AI, where hype gives way to operational and ethical complexity, and where productivity gains are now tempered by trust issues, uneven access, and growing risks. Ungoverned AI adoption is a double-edged sword.

[00:04:25] While it fosters grassroots innovation, it also poses serious risks related to data leakage, compliance, especially with regulations like GDPR, and model reliability. More critically, the fact that 66% of users do not verify outputs illustrates how companies may unknowingly base decisions on flawed information, creating downstream operational and reputational risks.

[00:04:50] The failure to launch of the prompt engineer role, as Microsoft reported on, underscores the rapid commodification of AI interfaces. As models become more conversational and context-aware, specialized prompting becomes less necessary. This serves as a useful signal for workforce planners and service offerings. AI fluency is becoming more general-purpose, not niche.

[00:05:16] And if larger companies are realizing revenue gains of 10% or more, smaller firms lacking access to capital, talent, or infrastructure risk falling permanently behind. Providers have a significant opportunity and responsibility to develop AI starter kits or industry-tailored offerings for SMBs, thus closing this adoption gap affordably. This episode is supported by Comet Backup.

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[00:06:37] Synchro has launched its extended monitoring and management platform, known as XMM, which integrates with Microsoft products to enhance IT and security management for managed service providers. The platform combines remote monitoring and management, professional services automation, and multi-tenant management into a single solution to help MSPs streamline operations and strengthen security.

[00:07:00] According to the 2024 Microsoft Digital Defense Report, 31% of medium and small businesses experience cyberattacks, highlighting the need for robust security measures. Synchro's CEO, Michael George, emphasized that XMM simplifies the management of security and IT operations, enabling MSPs to operate more efficiently without increasing costs. Early adopters report reductions in operational overhead and improved compliance,

[00:07:27] demonstrating the platform's effectiveness in addressing critical challenges faced by MSPs. Now why do we care? Well, this exemplifies a significant shift in the MSP tool landscape. Consolidation is not merely convenient, it is essential for managing expanding threat surfaces and diminishing margins. Synchro is wagering that MSPs will exchange customization and vendor flexibility for integrated efficiency and cohesive security. For many, particularly smaller or mid-tier MSPs, that may be an appropriate trade.

[00:07:56] The platform continues to scale securely and does not hinder featured growth. I'm skeptical of new acronyms. ConnectWise keeps trying to make UTM a thing, now synchro with XMM. But the underlying concept is to expand to a platform approach, and if customers perceive it as more than the traditional RMM platform. Regardless of name, the concept of RMM alone is very outdated.

[00:08:23] Akamai has launched a new security solution called Firewall for AI, designed to protect artificial intelligence applications from emerging cyber threats. The development comes in response to findings from Akamai's recent report, State of Apps and API Security 2025, which highlights that the increasing use of AI tools and powered APIs in enterprises is creating a more dangerous cybersecurity landscape. The new firewall offers multilayered protection against adversarial inputs, unauthorized queries, and data scraping,

[00:08:53] ensuring that organizations can safely innovate with AI. Additionally, the solution includes features for real-time detection of AI threats and compliance with industry regulations, supporting businesses in safeguarding their data and intellectual property as they navigate the evolving digital terrain. SureWeb has introduced DefenseX browser protection tools to its cloud marketplace, providing over 7,500 managed service provider partners with enhanced options to defend against browser-based cyber attacks.

[00:09:22] The integration allows partners to access tools that block malicious domains before they can compromise devices, addressing a significant security gap that's overlooked in traditional security stacks. Benji Garman, SureWeb's vice president of product, emphasized the importance of browser security, noting that many existing solutions focus primarily on endpoints and email. He stated, quote, The browser is an area that is often overlooked, end quote, highlighting the need for solutions to protect users in remote and hybrid work environments.

[00:09:50] With a new offering, DefenseX aims to simplify security for employees while ensuring that managed service providers can deliver comprehensive protection effortlessly. Why do we care? Well, these two underscore a critical shift in cybersecurity strategy, the emergence of highly specialized security tools designed to plug gaps left by legacy perimeter and endpoint defenses. As enterprise attack surfaces evolve through AI adoption and browser-centric work, the security stack must follow suit.

[00:10:20] We've been tracking several browser-based solutions. The browser is an operating system. When we accept that the browser has effectively become the primary interface for productivity, collaboration, and business-critical applications, it follows that it now carries the same security burden as traditional operating systems once did. Yet most security stacks treat it as just another application layer, an outdated model that fails to account for its centrality in today's hybrid and SaaS-dominated environments.

[00:10:49] In a world dominated by SaaS and hybrid work, ignoring the browser layer is akin to leaving a laptop unencrypted. The United States Agency for International Development, or USAID, has announced that it will no longer collect devices, such as phones and laptops, from former workers, opting instead to wipe the devices remotely and consider them disposed of. Its policy change comes after months of confusion and frustration for former employees,

[00:11:16] many of whom have not received instructions for returning their government-issued equipment. According to an email obtained by The Verge, the decision aims to simplify processes and reduce the burden on former employees. Many of these devices contain sensitive information, raising security concerns as workers were still able to access work accounts post-termination. This new approach places the responsibility of securely discarding these devices, now essentially deemed trash, on the former employees themselves,

[00:11:43] highlighting potential issues with electronic waste management and information security. Now why do we care? Well, this is a security story too. Reports that former employees continue to access accounts post-termination highlight a fundamental failure in identity and access management. This isn't just a government problem. Many private companies, especially those with hybrid or decentralized teams, struggle with inconsistent off-boarding protocols that leave systems exposed.

[00:12:10] We care because this decision from USAID, not just a one-off policy, it's a red flag for how thinly stretched IT operations and security processes can unravel at the endpoints. In a world of persistent remote work, growing insider threats, regulatory scrutiny, security, secured device decommissioning isn't a logistical afterthought. It's a core part of cybersecurity hygiene. Private sector leaders should view this as a cautionary tale, not a model.

[00:12:40] With every new breach and threat that I cover, it's clear that cybersecurity isn't a luxury anymore. It's a necessity. That's where Huntress comes in. Their fully managed cybersecurity platform is built for every kind of business, not just the 1%. Huntress seamlessly integrates their products and threat hunting team. Their EDR, ITDR, SIM, and security awareness training solutions are purposely built

[00:13:05] for their elite 24x7 security operations center to stop threats before anyone else even spots them. This potent combination of purpose-built cybersecurity and threat hunting expertise is one of the many reasons why G2 users have voted Huntress the number one rated EDR for growing businesses. To see what people-powered cybersecurity looks like, visit Huntress.com slash MSB Radio. Thanks for listening.

[00:13:35] Today is International Dance Day, as well as National Zipper Day, National Shrimp Scampi Day, and National Supply Chain Day. How about one for that last one? The Business of Tech is written and produced by me, Dave Sobel, under ethics guidelines posted at businessof.tech. If you've enjoyed the show, make sure you've subscribed or followed on your favorite platform. It's free and helps directly. Give us a review, too.

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