The agentic caller always rings at scale: Reality Defender explores new AI voice threat Deepfakes remain a potent part of the fraud arsenal, but the industry’s alarm bells have begun ringing over agentic AI. A new article from Reality Defender looks at how an influx of AI customer service agents – or “agentic AI callers” – will transform how contact centers work. Reality Defender VP of Human Engagement Gabe Regan cites numbers from Gartner, which predict that, by 2029, AI will autonomously resolve 80 percent of common customer service issues without human intervention. “Many of those interactions will originate from AI systems calling in, not humans,” Regan writes. “Contact center infrastructure that engineers built for human callers with occasional bot probes is not prepared for autonomous AI agents at scale, and the gap between what current detection catches and what developers design agentic callers to avoid is where the problem lives.” His post provides a detailed breakdown of the agentic AI caller problem, which levels up on the robocall by listening to interactive voice response (IVR) prompts, selecting the correct menu options, and conducting “a full adaptive voice conversation with a human agent if the IVR routes it through.” AI generated deepfake audio mimics human cadence and tone, and can adapt to unexpected questions. “Nothing in the interaction pattern flags the call as non-human, because the creators specifically designed the system generating the call to avoid triggering those flags.” That’s a problem when customer service becomes a purely agentic transaction, in which some agents are calling support centers on behalf of legitimate AI systems. Cracking down on agentic activity risks denying actual customer requests. “Whether the agentic caller is acting on a customer’s behalf or probing for fraud, the contact center needs to know what it is dealing with before