As AI agents become more capable, the line between human and machine interactions is starting to blur. In this interview, Mary Ann Miller, VP Evangelist and Fraud Executive Advisor at Prove, joins Nicole Willing from CX Today to discuss why this shift marks a turning point for digital trust and fraud prevention.
As AI begins acting on behalf of customers in payments, customer service, and account access, long-standing identity assumptions are starting to break down.
Miller explains how AI is transforming fraud dynamics. Technologies that once formed the backbone of digital security, such as device fingerprinting, voice authentication, and document verification, are facing new pressure as AI tools become capable of bypassing or manipulating them.
At the same time, the rise of AI-driven commerce means autonomous agents could soon initiate transactions for users, raising urgent questions about how enterprises verify authorization and maintain high assurance in digital interactions.