BY BRIAN MCDONALD, MUTARE

We are talking about Voice Security. Voice security involves a strategic set of processes, solutions, and training used to protect voice-based communications. These effectively preserve the confidentiality, integrity, and availability of the voice channel.

More specifically, we are seeing in real time how protecting and defending the voice channel has become exponentially more challenging.

Threat agents can now incorporate the power of Generative AI( GenAI) tools to uplevel their effectiveness at manipulation, deceit, and theft.

36 CONTACT CENTER PIPELINE

GROUND ZERO

Contact centers are at ground zero for voice security, as the voice channel is core to both customer experience( CX) and customer satisfaction … and the voice channel is under attack.

As Jonathan Nelson, director of product management for Hiya predicts,“ We should expect a pretty drastic shift in the scam ecosystem and the way scam calls are created within the next couple of years. It’ s going to be incredibly fast.”

AI TRANSFORMING VOICE-BASED FRAUD

AI technology has, since 2022, extended its reach far beyond copy generation. It is now in the realm of automated task analysis, business plan development, product design, and multimedia synthetic content creation.

ILLUSTRATION PROVIDED BY ADOBE STOCK

A plethora of AI-powered applications has since emerged to meet the needs of businesses anxious to leverage their labor-saving and efficiency-optimizing promises.

Contact centers are integrating GenAI-powered tools and solutions into their platforms to reduce waste, speed customer response, support more personalized service delivery, streamline problem-solving, and harness insights that further enhance customer interactions and service delivery.

But, as is often the case, powerful technology advancement can carry unforeseen risks when falling into the wrong hands.