Muse, Grok, and Whatever’s Next: Shared Intelligence Is The Way To Stay Ahead

Personal AI assistants, like Muse and Grok Bot, can now call a person or a business for you, make a request, and send you a summary. For consumers, this feature automates everyday tasks, but for contact centers receiving the calls, it opens up a whole new world of questions. 

A week before Meta Muse announced their outbound calling beta, we matched our first call to one of its two voices, Brett and Hailey. Within four weeks of that detection, weekly calls from those voices grew 8x across the banks, healthcare organizations, and retailers in our analysis.

Now, picture the human agent who answers one of these calls. Among the Muse calls we analyzed, 64% reached a person, and the median conversation ran 2 minutes and 18 seconds. That's more than two minutes spent with a caller that gave no clear indication it was a machine—now think of the average handle time implications when that happens across thousands of calls. 

And that scale is exactly what we’re seeing in the Pindrop analysis. In just a few short months, Pindrop researchers identified 1.88M confirmed AI agent interactions. Of those, 94% were good agents and 6% were classified as bad, meaning they exhibited suspicious or risky behavior. 

AI bots are calling at scale, and it’s only expected to increase. Your contact center needs to manage those interactions–in a way that doesn’t burden your agents or open the door to new cybersecurity threats. 

Shared intelligence across orgs is the best way to stay ahead of bots 

When your contact center receives a call now, there are 2 questions you need to ask every time: 

1. Is this caller a human or a bot? To find out, Pindrop BotStopper technology tells you if the caller is human or a live machine after 2-4 seconds of speech. 
2. Have we heard this voice before? A voice detection tool can't answer that on its own. It only knows the call in front of it, so every contact center learns each new voice the hard way—except those with BotStopper. The BotStopper technology compares the voice on the line to over 5000+ known AI voices, gathered from shared intelligence across our customers. 

Whether you know it or not, you already count on shared intelligence.Your maps app can't see the crash around the bend, but when the drivers ahead of you report it, it knows to route you to another exit. 

Our AI Voice Consortium does that for phone calls. It's a registry of more than 5,000 AI voices, and Pindrop BotStopper checks each incoming voice against it in the background. Your contact center starts with what others have already seen, and the voices you catch get added for everyone else. Unlike a maps app or a review site, nobody posts on their own: our internal research team vets every voice first. 

Intelligence in action

Watch Pindrop detect the same AI voice phishing bot across 68 organizations. 

No single organization could have connected these dots. Over 100 days, one AI-driven voice phishing bot placed 312 calls to 68 organizations across financial institutions, insurance, and retail. Each target saw only its own slice of the activity: a few suspicious calls that were easy to dismiss on their own. Because we see signals across our customer network, those slices come together to reveal a coordinated effort. That’s shared intelligence in action, where what one organization experiences helps the next recognize the threat sooner.

What you do next is up to you

Some AI callers are customer assistants, and others are probing your phone menu. We've also seen customers classify calls from the same AI voice differently: some as fraud, others as legitimate.

Pindrop BotStopper tells you a machine is calling, and the AI Voice Consortium adds another signal behind the scenes. It doesn't tell you whether that machine is helping a customer or casing your phone menu, so what to do about it is your policy. You can route detected calls to an advisor, move them to a separate queue, or deprioritize them.

Start with what you have

Want to know who's already calling your contact center? Request a bot traffic baseline and see Pindrop BotStopper™ technology in action.

Already a Pindrop Pulse® customer? The AI Voice Consortium is available at no additional cost; just contact your Customer Success Manager to opt in.