"People only know what you tell them, Carl.” (Movie: “Catch Me If You Can”)
Movies glamorize the art of grift, the scam, or the con. Forged identification, documents, voices and other fakes have been a common narrative device of modern filmmaking.
However, the harsh reality is global fraud losses topped $485 billion, according to a 2024 report commissioned by NASDAQ. Deepfakes, in the form or images, videos, identities, documents, and voice clones, have provided crime rings the tools to overwhelm digital fraud defense systems and sustain coordinated, global scale attacks of governments, banks, retailers, digital service companies, and every entity that maintains accounts for its users or customers.
How can you save the day?
Contact centers are the soft underbelly
Criminals love contact centers. Why? Because without proper defense layers and training, they
can use modern AI to fast-track fraud attacks through the use of code. Deepfake voice and image clones digitally impersonate real identities with nearly perfect intonation and graphic accuracy. The line between fake and real is becoming imperceptible. Bad actors use the technology to skirt conventional verification processes and engage with contact center associates in one-on-one conversations.
“Hello, can you help me? I forgot the number on my account. Can you help me?"
A single mistake can set off a cascading series of events that can result in fund depletion, account hijacking, or open bidding for customer personally identifiable information (PII) on the dark web.
So how can you defend against the threat of AI-enabled scams like synthetic identity fraud that’s risen 153% in less than a year?
Fraud counterintelligence
We’ve been studying the impact of deepfakes on customer service and work with some of the most innovative technology providers in the trust and safety industry. Together, we help brands mitigate AI deepfakes and keep information safe and secure.
Our work with Pindrop, a voice security pioneer, is particularly illuminating. Together, we are discovering novel ways to perform voice biometric analysis and detection of synthetic voice calls that can overwhelm your contact center and dupe associates into providing private information to bad actors.
Identity verification platforms like Incode and Jumio focus on “Know Your Customer” or KYC solutions that now specialize in recognizing counterfeit documentation. In addition, they also provide “liveness detection” AI models that come straight from the latest sci-fi movies.
Companies like Reality Defender provide an enterprise platform that helps detect and flag AI-generated content, including images, audio, and text, providing real-time alerts to help users and organizations identify potential synthetic media before it can cause harm.
And our work with Sift provides a management console to build the proper workflow and escalation paths for any fraud event, giving your organization a repeatable playbook and decision support tool to analyze fraud patterns.
These capabilities, while powerful, are only as good as the employees who put them to work in your customer-facing operations.
We train fraud fighters
Expertise matters. At TTEC we’ve established associate training and education programs that raise the knowledge awareness to stop evil-minded digital criminals.
These are battle-hardened experts who advise and operate client trust and safety (T&S) organizations at scale. They have been trained to recognize the power of deepfakes, synthetic voices, and other digital fraud techniques.
For example, at a leading travel company, this fighting force collaborates with their T&S operations to improve liveness detection, document verification, and property listing images and content, all of which are susceptible to deepfakes.
By proactively recognizing and communicating anomalies in normal activity, our clients can react and reinforce security vulnerabilities of their contact centers.
At TTEC, we work to be the heroes, the “good guys" who, like in the movies, use the latest advances in fraud detection combined with a robust training protocol to recognize and evolve protections for our clients.
We got your back.
