AI Is Breaking Contact Center Security — Are You Ready?

AI is making cyber attacks easier to scale, more personalized, and harder to spot, and that’s showing up directly in the contact center. In this CX Today panel, Nicole Willing is joined by Miguel Fornes, Information Security Manager at Surfshark, Randy Layman, CTO at AVOXI, and Ron Zayas, CEO at Ironwall by Incogni. Together, they unpack how attackers are using agentic AI to accelerate social engineering, exploit the vast amount of personal data online, and increase account takeover attempts through higher volume and higher accuracy tactics.The discussion also explores a fast-approaching shift: genuine customers using AI agents to contact support on their behalf, blurring the line between authorised and malicious automation. The panel argues that CX leaders need to rethink authentication as a risk-based continuum, not a binary pass or fail, with “graduated” security steps that increase as actions become more sensitive. The goal is to protect customers and frontline teams without turning every interaction into an obstacle course. Packed with vivid analogies, the panel makes complex AI-driven cyber risk feel real, practical, and urgent. Watch the full video now to catch every takeaway.