Case Study: Global Bank achieves real-time detection of deepfake voice fraud in contact centers with Reality Defender

How a Global Bank Defends Contact Centers Against Deepfake Threats with Reality Defender

Global Bank faced a surge of AI-driven deepfake voice attacks that were bypassing voice biometrics and standard verification in its contact centers. To assess and address this exposure the bank partnered with Reality Defender, deploying its AI deepfake detection and risk‑scoring platform across customer‑facing channels.

Reality Defender integrated real‑time synthetic‑voice detection and probability‑based risk scores into the bank’s conferencing and call‑center systems (Zoom, Meet, NICE, Twilio, Five9), analyzing 1.7M calls in 2024, flagging ~960 synthetic calls, and delivering alerts to about 600 frontline reps without disrupting workflows—prompting new triage and escalation processes and closing detection gaps left by legacy systems.