The Agentic Caller Always Rings at Scale: Reality Defender Explores a New AI Voice Threat

Reality Defender warns that AI-powered contact centre agents can navigate phone systems like humans, mimicking legitimate customer behaviour while consuming support resources and distorting fraud metrics at scale.

These synthetic callers evade traditional fraud detection by behaving normally — passing validation, selecting menu options correctly and answering security questions accurately. The company’s acoustic detection analyses audio for generation artifacts to identify synthetic voices before they reach support queues.

Biometric Update | Read the full article here.