Deepfakes: Your Agents Are Being Deceived Into Unknowingly Bypassing Security Controls

Agents can’t rely on voice or video for identity verification anymore, and they shouldn’t have to. AI-generated voice and video now convincingly impersonate legitimate customers.

When fraudsters use voice cloning to pass authentication, the contact center becomes the breach point — even when agents follow established procedures.

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Deepfake Fraud in Contact Centers Is Surging

442%

Surge in voice phishing as AI voice cloning enabled customer impersonation.

Source: Industry Study

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1/3

Of consumers across the U.S., U.K., Canada, and Europe encountered deepfake voice scams by early 2025.

Source: Consumer Study

$6K

Average losses per victim from deepfake voice scams.

Source: Consumer Study

What Customer Support Leaders Need to Know

Customer service agents are on the front line of a new threat: AI-generated voice and video that impersonate legitimate customers to bypass authentication and authorize fraudulent transactions.

Traditional verification methods — voice recognition, knowledge-based questions, caller ID — are no longer sufficient. Deepfakes have invalidated the assumption that hearing a customer confirms their identity.

When agents are deceived into facilitating fraud, the operational, financial, and reputational consequences fall on your function.

What Prepared Customer Support Organizations Are Doing

• Deploy real-time deepfake detection tools that flag synthetic indicators during live calls
• Require multi-channel verification for account changes and credential resets
• Use behavioral biometrics and device fingerprinting to verify identity in the background
• Train and empower agents to challenge suspicious requests without customer backlash
• Maintain comprehensive call recordings for forensic review and gap identification

Treat deepfake risk as a customer protection and operational security priority. A secure customer experience is a foundational component of brand trust.

Learn more by downloading our detailed guide here

Find Your GetReal Use Case

[USE CASE

**Candidate Fraud** \

Stop fake candidates before they become insider threats](/content/solutions/candidate-fraud-detection/index.html)

[USE CASE

**Workforce Integrity** \

Verify every worker across every interaction, continuously](/content/solutions/workforce-integrity/index.html)

[USE CASE

**IT Service Desk Social Engineering** \

Protect credential resets and MFA enrollment from imposters](/content/solutions/help-desk-social-engineering/index.html)

[USE CASE

**Executive Impersonation** \

Defend against deepfake CEO fraud and BEC attacks in real time](/content/solutions/executive-impersonation/index.html)

[USE CASE

**Customer Contact Center Fraud** \

Detect cloned voices and verify callers without adding friction](/content/solutions/contact-center-fraud-prevention/index.html)

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