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Fraudsters Target Call Center Chats and Non-voice Channels

Merchants are deploying artificial intelligence to help manage customer interactions

According to, cybercrime targeting call centers and non-voice channels to obtain payment data more than doubled in 2017, jumping by 113 percent from the year before. Recently, call centers have become the primary customer-company interaction point, as more commerce moves toward online and mobile channels, giving way to a new type of fraud.

AI Deployed to Help Manage Latest Fraud Threat
Merchants are deploying artificial intelligence (AI) that supports online chat and non-voice services to help manage customer interactions and maintain the call volumes associated with them. Further, many call centers are also expanding services to help close potential sales. New chatbot and non-voice AI services are used to quickly answer customer questions regarding goods and services and drive users to complete the sale. According to Chris Bauserman, vice president of product and segment marketing at NICE inContact, a call center solutions provider, merchants in the eCommerce realm will need to focus on embracing advanced tools and strategies to better serve their customers if they hope to succeed in the future.

While AI is an efficient method for managing customer interactions, there is a risk of potential exploitation if additional anti-fraud and security measures are not used in conjunction with these services. Without proper vetting, these services and software solutions provided by third-parties potentially introduce the risk of vulnerabilities that may be discovered and exploited by criminals.

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