AI-DRIVEN RISKS
BY SHAHAR YAARI, RISKIFIED
ILLUSTRATION PROVIDED BY ADOBE STOCK
WHEN AI SHOPS FOR YOUR CUSTOMERS HOW CONTACT CENTERS CAN MANAGE THE NEW RISKS.
16 CONTACT CENTER PIPELINE
Large language models( LLMs) and agentic AI are changing the way people shop, interact, and even complain, often without leaving a traditional interface.
For contact centers, this evolution brings a mix of opportunities and urgent challenges. These are faster, more seamless experiences for consumers. But they also pose new risks that can drive sudden spikes in inbound contacts, disputes, and customer frustration.
The rise of AI-powered shopping agents, from chatbots that complete purchases to LLMs connected to merchant catalogs, is accelerating what the industry calls“ agentic commerce.”
These systems can browse, compare, and buy on behalf of users. But in doing so, they often compress or eliminate the digital breadcrumbs that fraud and risk teams have relied on for years.
This leaves contact centers open to fraud and can lead to costly customer service and operations stress and disruption.
THE HIDDEN TECH CHALLENGE
From both product and risk perspectives, AI-enabled purchases are fundamentally different.
BUT WITHOUT CAREFUL PLANNING, THE TECHNOLOGY CAN AMPLIFY THE NEGATIVE IMPACTS OF FRAUD AND POLICY ABUSE...