Was ist das eigentlich? Cyberrisiken verständlich erklärt

Es wird viel über Cyberrisiken gesprochen. Oftmals fehlt aber das grundsätzliche Verständnis, was Cyberrisiken überhaupt sind. Ohne diese zu verstehen, lässt sich aber auch kein Versicherungsschutz gestalten.

Beinahe alle Aktivitäten des täglichen Lebens können heute über das Internet abgewickelt werden. Online-Shopping und Online-Banking sind im Alltag angekommen. Diese Entwicklung trifft längst nicht nur auf Privatleute, sondern auch auf Firmen zu. Das Schlagwort Industrie 4.0 verheißt bereits eine zunehmende Vernetzung diverser geschäftlicher Vorgänge über das Internet.

Anbieter von Cyberversicherungen für kleinere und mittelständische Unternehmen (KMU) haben Versicherungen die Erfahrung gemacht, dass trotz dieser eindeutigen Entwicklung Cyberrisiken immer noch unterschätzt werden, da sie als etwas Abstraktes wahrgenommen werden. Für KMU kann dies ein gefährlicher Trugschluss sein, da gerade hier Cyberattacken existenzbedrohende Ausmaße annehmen können. So wird noch häufig gefragt, was Cyberrisiken eigentlich sind. Diese Frage ist mehr als verständlich, denn ohne (Cyber-)Risiken bestünde auch kein Bedarf für eine (Cyber-)Versicherung.

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Exam Number : Salesforce-Financial-Services-Cloud
Exam Name : Salesforce Financial Services Cloud (FSC)
Vendor Name : Salesforce
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Salesforce Enters The Generative AI Race With EinsteinGPT

‘We believe that the value that generative AI can deliver to enterprises is enormous,’ says Clara Shih, Salesforce executive vice president and general manager of Service Cloud.

ARTICLE TITLE HERE

After teases of a content-generating artificial intelligence offering from Salesforce, the vendor unveiled EinsteinGPT during its TrailblazerDX conference aimed at developers.

Although San Francisco-based CRM vendor Salesforce didn’t give a date for when EinsteinGPT will become generally available, the company showcased a variety of use cases and revealed an integration between its collaboration application Slack and Microsoft-backed OpenAI, the maker of text-generating AI tool ChatGPT and image-generating AI tool Dall-E.

“We believe that the value that generative AI can deliver to enterprises is enormous,” Clara Shih, Salesforce executive vice president and general manager of Service Cloud, said during a press conference Monday. “Seven years ago, they introduced the world to AI purpose-built for CRM. We’re so excited now to be leading the industry again in creating generative AI purpose-built for CRM. … This market is ours to win.”

[RELATED: 8 Partners Weigh In On The ChatGPT, GPT Generative AI Hype]

Salesforce co-founder and CEO Marc Benioff teased EinsteinGPT in a tweet last month, saying it can generate leads and close deals. Salesforce introduced its regular Einstein AI tool in 2016.

During the company’s latest quarterly earnings call held Wednesday, Benioff said that EinsteinGPT will integrate with all Salesforce cloud offerings plus its Tableau, MuleSoft and Slack subsidiaries.

“It is another way we’re opening the door to use AI for their future and for all of their customers,” Benioff said.

Customers have used Slack as the user interface for generative AI assistants, Benioff said.

“The relevance of Slack as an incredible enterprise productivity platform, user interface and critical data sets for these new AI systems, well, it‘s inspiring all kinds of new use cases,” he said. “I couldn’t be more excited about the future.”

The growth of AI as well as the Internet of Things is an opportunity for other Salesforce products, he said.

“We’ve always been influenced by the world of AI and IoT and seeing their customers try to add in all of their intelligent devices onto their platform so they can have better relationships with their customers who are connected to them in these incredible new ways,” he said.

Along with an upcoming offering of ChatGPT on Slack—notably, Slack competes with Microsoft’s own collaboration app Teams—Salesforce unveiled five products and services around EinsteinGPT at the conference:

*EinsteinGPT for Service

*EinsteinGPT for Sales

*EinsteinGPT for Marketing

*EinsteinGPT for Slack

*EinsteinGPT for Developers

EinsteinGPT for Service aims to help service agents with customer chats and emails with auto-drafted, tailored responses, according to the vendor. Agents can edit the tone, and EinsteinGPT pulls in publicly available data about locations, weather and other information. The goal is to decrease the average handle time.

The service will also turn agent case notes into knowledge articles, which can take on average 10 days to generate.

EinsteinGPT for Sales will try to create natural language summaries for account news and updates, identify key contacts for salespeople and auto-generate drafts for sales emails. Salespeople can also change the formal tone of the content language.

EinsteinGPT for Marketing will try to generate content for tailored landing pages, email campaigns, ads and other efforts based on targeted segments.

The ChatGPT for Slack integration will summarize conversation threads, saving users from having to scroll back weeks and months into a Slack conversation.

EinsteinGPT for Developers will auto-generate code, test cases and comments. The tool can fit the coding style of a company, and it offers auto-complete such as with Google searches.

Salesforce also unveiled a $250 million fund for investing in generative AI startups. During the Salesforce earnings call, Benioff and his team signaled no more acquisitions on the scale of the 2021 $27.7 billion purchase of Slack, with Salesforce now concentrating on growing its margins.

For EinsteinGPT, Shih said that Salesforce is focused on putting guardrails around its generative AI to prevent bias, toxic results and ensure ethics.

Guardrails will also keep customer data secure and private and comply with local data residency requirements, she said.

EinsteinGPT will always have a human—a seller, marketing manager or customer service agent, for example—give the final say and editing capabilities on the content drafts created, she said.


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Salesforce’s Einstein Copilot AI Will Soon Analyze Unstructured Data

Salesforce announced expanded capabilities of its generative AI assistant Einstein Copilot, enhanced integrations with Apple offerings and more today at the Salesforce World Tour New York 2023 event. The addition of the Data Cloud Vector Database to the Salesforce Data Cloud will allow both the Salesforce Data Cloud and Einstein Copilot to handle unstructured data.

Salesforce announced several other enhancements to its business software, particularly within Data Cloud for Advertisers. These products could be useful for a wide variety of teams, including IT, sales, customer service, marketing and commerce.

Jump to:

AI enhancements to Salesforce Data Cloud Einstein Copilot

A major enhancement to Salesforce Data Cloud is Data Cloud Vector Database, coming in a pilot program in February 2024. Data Cloud Vector Database is integrated vector database support that allows for the use of a wide variety of data types. Unstructured data — e.g., PDFs, email, audio and social media content — will be combined with structured data — e.g., purchase history, customer support cases and product inventory.

More must-read AI coverage

Einstein Copilot, Salesforce’s generative AI assistant, will be able to use unstructured data to respond to questions or perform analysis; it will access this data through Salesforce Data Cloud. Einstein Copilot will be generally available in February 2024.

“This transforms every piece of data — from emails to social media posts to audio — into actionable insights using AI, CRM, automation, AI, Einstein Copilot, and analytics,” said Rahul Auradkar, executive vice president and general manager of Unified Data Services and Einstein at Salesforce, in a press release.

Possible use cases of Einstein Copilot include:

  • Customer service: Einstein Copilot’s unstructured data will be able to be used for customer service. The example Salesforce gave is of a chatbot pulling answers from articles for a customer visiting a self-service page.
  • IT teams: Einstein Copilot can be used to help IT teams uncover problems in unstructured content produced in machine operations, such as logs, sensor readings or image and audio records.
  • Sales reps: Einstein Copilot can help sales reps get more information about a potential client company before meeting with that company’s representatives.
  • Einstein Copilot Search

    Another enhancement for Salesforce Data Cloud will be Einstein Copilot Search, which will be in pilot in February 2024. Einstein Copilot Search draws from data across Data Cloud to provide smart suggestions for searches. It will be useful for problem-solving tasks performed by sales, customer service, marketing, commerce and IT teams. For example, Einstein Copilot search will be able to link a customer’s emails and phone calls to their formal support ticket history to assist a customer service representative.

    Expanded Salesforce and Apple partnership

    Apple Messaging, Apple Pay and augmented reality will be accessible directly in certain Salesforce products. Salesforce and Apple have had a strategic partnership since 2018.

    Specifically, Apple Messages for Business in Service Cloud, generally available today with Salesforce’s Service Cloud Digital Engagement, will let businesses set up live chat experiences with customers for customer service, product recommendations, tracking shipments or setting up appointments. Customers can pay for services and products with Apple Pay within the Messenger app.

    Augmented reality with Apple’s ARKit will be available within the Salesforce Field Service mobile app in the summer of 2024. With it, field technicians can capture 3D renderings of real locations to make planning and installations easier.

    The Salesforce Field Service iOS widget will be available for iPhones in the summer of 2024. It provides a quick view of key account information in Salesforce Field Service.

    AWS partnership and more Salesforce news

    At Salesforce World Tour New York 2023, Salesforce’s AWS partnership was highlighted and other news was announced.

    Details about Salesforce’s partnership with AWS

    Salesforce reiterated the company’s partnership with AWS announced in November 2023, in which Salesforce expanded its use of AWS in multiple ways:

  • Salesforce began offering products on AWS Marketplace.
  • Some Einstein Studio Copilot capabilities will be able to be integrated with Amazon SageMaker and Amazon Bedrock.
  • Amazon Connect Chat came to Salesforce’s Service Cloud Digital Engagement.
  • Amazon Connect forecasting was added to Salesforce Service Cloud Omnichannel.
  • Salesforce’s app builder Heroku will receive powerful new capabilities from AWS services that allow it to become a factory for generative AI-first apps.
  • News about Trailblazer Career Marketplace, Unlimited Edition+, Data Cloud for Advertisers

    Salesforce opened a new jobs site for careers within the Salesforce ecosystem called Trailblazer Career Marketplace, which is open today to Salesforce partners.

    Salesforce announced Unlimited Edition+, a package of Salesforce technologies for companies interested in getting into generative AI, data and CRM. UE+ is now in general availability.

    New integrations are coming to Data Cloud for Advertisers. Data Cloud for Advertisers will be able to connect to Google Display & Video 360 for personalized ads across channels. Data Cloud for Advertisers will be able to connect to LinkedIn, letting advertisers target specific groups of professionals using Marketing Cloud, Sales Cloud and Service Cloud product usage data from their own apps and LinkedIn.

    Note: TechRepublic is covering the Salesforce World Tour New York 2023 event virtually.


     


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    Warum sind Cyberrisiken so schwer greifbar?

    Als mehr oder weniger neuartiges Phänomen stellen Cyberrisiken Unternehmen und Versicherer vor besondere Herausforderungen. Nicht nur die neuen Schadenszenarien sind abstrakter oder noch nicht bekannt. Häufig sind immaterielle Werte durch Cyberrisiken in Gefahr. Diese wertvollen Vermögensgegenstände sind schwer bewertbar.

    Obwohl die Gefahr durchaus wahrgenommen wird, unterschätzen viele Firmen ihr eigenes Risiko. Dies liegt unter anderem auch an den Veröffentlichungen zu Cyberrisiken. In der Presse finden sich unzählige Berichte von Cyberattacken auf namhafte und große Unternehmen. Den Weg in die Presse finden eben nur die spektakulären Fälle. Die dort genannten Schadenszenarien werden dann für das eigene Unternehmen als unrealistisch eingestuft. Die für die KMU nicht minder gefährlichen Cyber­attacken werden nur selten publiziert.

    Aufgrund der fehlenden öffentlichen Meldungen von Sicherheitsvorfällen an Sicherheitsbehörden und wegen der fehlenden Presseberichte fällt es schwer, Fakten und Zahlen zur Risikolage zu erheben. Aber ohne diese Grundlage fällt es schwer, in entsprechende Sicherheitsmaßnahmen zu investieren.

    Erklärungsleitfaden anhand eines Ursache-Wirkungs-Modells

    Häufig nähert man sich dem Thema Cyberrisiko anlass- oder eventbezogen, also wenn sich neue Schaden­szenarien wie die weltweite WannaCry-Attacke entwickeln. Häufig wird auch akteursgebunden beleuchtet, wer Angreifer oder Opfer sein kann. Dadurch begrenzt man sich bei dem Thema häufig zu sehr nur auf die Cyberkriminalität. Um dem Thema Cyberrisiko jedoch gerecht zu werden, müssen auch weitere Ursachen hinzugezogen werden.

    Mit einer Kategorisierung kann das Thema ganzheitlich und nachvollziehbar strukturiert werden. Ebenso hilft eine solche Kategorisierung dabei, eine Abgrenzung vorzunehmen, für welche Gefahren Versicherungsschutz über eine etwaige Cyberversicherung besteht und für welche nicht.

    Die Ursachen sind dabei die Risiken, während finanzielle bzw. nicht finanzielle Verluste die Wirkungen sind. Cyberrisiken werden demnach in zwei Hauptursachen eingeteilt. Auf der einen Seite sind die nicht kriminellen Ursachen und auf der anderen Seite die kriminellen Ursachen zu nennen. Beide Ursachen können dabei in drei Untergruppen unterteilt werden.

    Nicht kriminelle Ursachen

    Höhere Gewalt

    Häufig hat man bei dem Thema Cyberrisiko nur die kriminellen Ursachen vor Augen. Aber auch höhere Gewalt kann zu einem empfindlichen Datenverlust führen oder zumindest die Verfügbarkeit von Daten einschränken, indem Rechenzentren durch Naturkatastrophen wie beispielsweise Überschwemmungen oder Erdbeben zerstört werden. Ebenso sind Stromausfälle denkbar.

    Menschliches Versagen/Fehlverhalten

    Als Cyberrisiken sind auch unbeabsichtigtes und menschliches Fehlverhalten denkbar. Hierunter könnte das versehentliche Veröffentlichen von sensiblen Informationen fallen. Möglich sind eine falsche Adressierung, Wahl einer falschen Faxnummer oder das Hochladen sensibler Daten auf einen öffentlichen Bereich der Homepage.

    Technisches Versagen

    Auch Hardwaredefekte können zu einem herben Datenverlust führen. Neben einem Überhitzen von Rechnern sind Kurzschlüsse in Systemtechnik oder sogenannte Headcrashes von Festplatten denkbare Szenarien.

    Kriminelle Ursachen

    Hackerangriffe

    Hackerangriffe oder Cyberattacken sind in der Regel die Szenarien, die die Presse dominieren. Häufig wird von spektakulären Datendiebstählen auf große Firmen oder von weltweiten Angriffen mit sogenannten Kryptotrojanern berichtet. Opfer kann am Ende aber jeder werden. Ziele, Methoden und auch das Interesse sind vielfältig. Neben dem finanziellen Interesse können Hackerangriffe auch zur Spionage oder Sabotage eingesetzt werden. Mögliche Hackermethoden sind unter anderem: Social Engineering, Trojaner, DoS-Attacken oder Viren.

    Physischer Angriff

    Die Zielsetzung eines physischen Angriffs ist ähnlich dem eines Hacker­angriffs. Dabei wird nicht auf die Tools eines Hackerangriffs zurückgegriffen, sondern durch das physische Eindringen in Unternehmensgebäude das Ziel erreicht. Häufig sind es Mitarbeiter, die vertrauliche Informationen stehlen, da sie bereits den notwendigen Zugang zu den Daten besitzen.

    Erpressung

    Obwohl die Erpressung aufgrund der eingesetzten Methoden auch als Hacker­angriff gewertet werden könnte, ergibt eine Differenzierung Sinn. Erpressungsfälle durch Kryptotrojaner sind eines der häufigsten Schadenszenarien für kleinere und mittelständische Unternehmen. Außerdem sind auch Erpressungsfälle denkbar, bei denen sensible Daten gestohlen wurden und ein Lösegeld gefordert wird, damit sie nicht veröffentlicht oder weiterverkauft werden.

    Ihre Cyberversicherung sollte zumindet folgende Schäden abdecken:

    Cyber-Kosten:

    • Soforthilfe und Forensik-Kosten (Kosten der Ursachenermittlung, Benachrichtigungskosten und Callcenter-Leistung)
    • Krisenkommunikation / PR-Maßnahmen
    • Systemverbesserungen nach einer Cyber-Attacke
    • Aufwendungen vor Eintritt des Versicherungsfalls

    Cyber-Drittschäden (Haftpflicht):

    • Befriedigung oder Abwehr von Ansprüchen Dritter
    • Rechtswidrige elektronische Kommunikation
    • Ansprüche der E-Payment-Serviceprovider
    • Vertragsstrafe wegen der Verletzung von Geheimhaltungspflichten und Datenschutzvereinbarungen
    • Vertragliche Schadenersatzansprüche
    • Vertragliche Haftpflicht bei Datenverarbeitung durch Dritte
    • Rechtsverteidigungskosten

    Cyber-Eigenschäden:

    • Betriebsunterbrechung
    • Betriebsunterbrechung durch Ausfall von Dienstleister (optional)
    • Mehrkosten
    • Wiederherstellung von Daten (auch Entfernen der Schadsoftware)
    • Cyber-Diebstahl: elektronischer Zahlungsverkehr, fehlerhafter Versand von Waren, Telefon-Mehrkosten/erhöhte Nutzungsentgelte
    • Cyber-Erpressung
    • Entschädigung mit Strafcharakter/Bußgeld
    • Ersatz-IT-Hardware
    • Cyber-Betrug