Fraud is surging in financial institutions as fraudsters develop novel approaches to penetrating defenses with new technologies. The emergence of generative AI from a text and voice generation perspective has created significant concern, with anecdotal fraud cases getting significant public attention. The technology can impact the efficacy of smishing and phishing attacks by generating more grammatically appropriate communications.  

Understanding these new threats and techniques is critical for fraud fighters to effectively detect and mitigate threats across channels. Bad actors are behind one in every 700 calls that reach contact center agents; the threat of voice impersonation has created concern among contact center managers who rely upon voice prints as a key authentication tool. Fraudsters have also weaponized interactive voice response systems by harvesting dark web data, creating additional challenges.  

Join us for a discussion exploring real-life cases, the threats we will likely face, what can be done to counter these new approaches, and what organizations are doing to protect their business against contact center fraud.