AI is amplifying contact center fraud at scale rather than introducing fundamentally new attack vectors. The critical shift is one of velocity and personalization: attackers now execute social engineering campaigns in hours rather than weeks, targeting process gaps, fatigued agents, and friction-weary customers with unprecedented precision. This acceleration matters operationally because volume itself becomes a customer experience problem—malicious traffic crowds out legitimate contacts, degrading service levels whilst simultaneously raising the emotional and cognitive burden on agents tasked with spotting increasingly convincing manipulation. For CX leaders, this reframes security from a compliance checkbox into a capacity protection issue, where fraud directly impacts the metrics you're measured on.
The traditional binary approach to authentication—bot or human, approved or denied—no longer holds. As agentic AI becomes standard across contact centers, authorized automation will coexist with malicious automation, making synthetic detection obsolete as a security strategy. Instead, the panel advocates for risk-based, graduated authentication that validates intent and identity across a continuum of probability rather than as a yes/no gate. This creates a practical tension for teams already deploying voice agents and AI-driven automation: how do you scale legitimate agentic workflows whilst simultaneously tightening identity verification without recreating the friction that makes customers vulnerable to social engineering in the first place? The answer lies in layered security habits and realistic expectations about friction, but implementation requires CX and security teams to move beyond siloed thinking and jointly design authentication workflows that protect capacity without sacrificing usability.
AI is changing the cyber threat environment and CX teams are feeling it first. In this CX Today roundtable, host Nicole Willing is joined by Miguel Fornes, Information Security Manager at Surfshark, Randy Layman, CTO at AVOXI, and Ron Zayas, CEO at Ironwall by Incogni, to unpack what AI-accelerated
AI Is Breaking Contact Center Security—Are You Ready? CX Today