TLDR Tech / IT
3 ways AI powers service desk attacks and how to prevent them
AI is making service desk social engineering more convincing, more personalized, and easier to scale. Attackers can use public employee data, polished scripts, and even voice or video impersonation to make access requests look routine, especially during onboarding or password resets. The practical defense is to stop relying on agent judgment alone and require stronger identity verification, tighter access workflows, and better escalation paths for suspicious requests.
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