Attackers continue to exploit trust in contact centers

How the manipulation scam works

This sharp rise in AI-driven attacks is happening in contact centers, where companies often still rely on knowledge-based authentication questions to verify identity.

The attack chain is simple: impersonate a customer, pass the authentication check, and takeover the account. And authentication is often easy to pass with data from breaches. Now with AI, these attackers can increase their operations exponentially, inundating contact centers with a high volume of attacks.
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[!KEY]

item: 60x growth | in AI attacks per day¹ | An average 287 AI attacks per day across our customer base, a staggering 6400% increase from 2025.

item: 8.7% of all fraud | is AI-backed in contact centers as of Q1 2026¹ | This is up from the prior year, when <1% of fraud in the contact center was non-live.

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And when it works, the damage hits fast. Funds are drained before the customer even knows their account has been touched. For the organization, that means fraud losses, costly incident reviews, and reputational damage. In an industry where trust is everything, a wave of successful account takeovers can do lasting damage.

Bot calls are getting more realistic fast

Listen to these real-world calls from last year. Can you tell the difference?

Spring 2025

[!AUDIO] https://cdn.prod.website-files.com/6a809521fc6b7dfa71f2e253/6a9f012f6b1be0f9752d9425_Spring-2025-Financial-Institution-Clip-30-sec.mp3 [/]

Summer 2025

[!AUDIO] https://cdn.prod.website-files.com/6a809521fc6b7dfa71f2e253/6a9854d172fa0aeed8fc38cb_Retail-30-sec-snippet-1.mp3 [/]

Fall 2025

[!AUDIO] https://cdn.prod.website-files.com/6a809521fc6b7dfa71f2e253/6a9850e464edea22808db2c6_Fall-2025-Healthcare-Clip-30-sec.mp3 [/]