Contact Call Centers Need for Investment in Deepfake Detection

Contact Call Centers are a hub of communication for businesses, making them a prime target for fraudsters. Deepfake fraud rates have surged by an alarming 2,137%, exposing a critical vulnerability in contact centers worldwide. These centers, which serve as the frontline of customer engagement, process vast amounts of sensitive data daily, making them prime targets for fraudsters. Despite the rising threat, very few businesses employ effective deepfake and fraud prevention technology, exposing them to sophisticated AI-driven attacks.

Why Contact Call Centers Are a Prime Target for Deepfake Fraud

Fraudsters exploit contact centers as an entry point to either hack into or gain valuable customer information, which they then use to commit fraud across mobile, web, and digital banking channels. Contact center agents, dealing with high call volumes, are under constant pressure to provide efficient customer service, making it easier for bad actors to slip through.

Deepfake generation technology enables fraudsters to mimic legitimate customers with highly realistic synthetic voices, bypassing traditional authentication measures like security questions or knowledge-based authentication (KBA). This allows attackers to:

• Take over accounts by impersonating real customers.
• Reset passwords and bypass identity verification checks.
• Extract sensitive data that can be used in further fraudulent activities.

Industries at High Risk

No industry is safe from the evolving tactics of fraudsters. Contact centers in the following industries are especially vulnerable:

• Finance: Banks and financial institutions are heavily targeted due to their access to customer funds and sensitive financial data.
• Telecommunications: Fraudsters use stolen information to execute SIM swap attacks, gaining control over data and (eg) mobile banking accounts.
• Healthcare: Medical fraud is on the rise, with criminals impersonating patients to access personal health records and insurance benefits.

The Need for Real-Time Deepfake Detection

Given the surging threat landscape, businesses must take immediate action. Traditional fraud detection tools, such as manual verification and security questions, are no longer sufficient. Real-time synthetic and deepfake audio detection technology is the most effective way to prevent AI-generated fraud from infiltrating contact centers.

ValidSoft’s Comprehensive Contact Center Protection

ValidSoft’s Trusted Voice – Voice Verity® provides a real-time, AI-driven deepfake detection solution designed to combat these emerging threats. Key benefits include:

• Deepfake fraud detection in real-time across all contact center interactions
• Seamless API integration for low-latency processing
• Zero customer enrollment required, ensuring frictionless authentication
• 100% privacy-compliant solution with no reliance on PII data
• Watchlist Protection to identify known fraudsters using a federated voiceprint database
• Passive Voice Authentication may be used stand-alone or combined with Voice Authentication to streamline the customer experience while enhancing security
• Omnichannel Support ensuring consistent security across IVR, agent-assisted calls, and digital channels

Act Now: Protect Your Contact Center from AI-Driven Fraud

The rapid rise in deepfake fraud demands urgent action. Contact centers can no longer rely on outdated security measures to protect customers and business operations. Implementing  ValidSoft’s Trusted Voice – Voice Verity® solution provides the necessary defense against sophisticated fraud attempts.

By proactively investing in deepfake detection, businesses can:

• Prevent unauthorized account takeovers.
• Protect sensitive customer data.
• Maintain customer trust and regulatory compliance.
• Reduce operational costs by minimizing fraud-related expenses.
• Ensure regulatory compliance with GDPR, CCPA, and industry standards.
• Strengthen brand and reputation.

The time to act is now. Don’t wait until your contact center becomes the next victim of deepfake fraud. Equip your team with the tools they need to detect and stop AI-driven fraud before it’s too late.

Learn more about how ValidSoft can help secure your contact center today.