Similarly, placing too much trust in voice biometrics (VB) can leave you vulnerable. While VB providers are working hard to add liveness checks and deepfake detection into their products, the fight against deepfakes is an “AI arms race” that, in many cases, the attackers are winning.
Instead, organizations should look for an approach to IDV that stops deepfakes before they can even be used. TransUnion’s report emphasized the importance of stopping bad actors before they reach the call center or IVR system, with 70% of all survey respondents and nearly 67% of financial industry respondents agreeing that caller authentication should start prior to any contact with the call center agent.
Advanced cybersecurity technology is needed that incorporates mobile cryptography, machine learning, and advanced biometric recognition alongside AI. This combination of tools can serve as a “surround sound” approach for call center security that strengthens agents’ guard against deepfakes by preventing the authentication of impersonators at the outset.
