AI Customer Service Bots Can Be Tricked Into Stealing Security Codes and Acting as Victims
Brief
AI-powered customer service bots are being given more responsibility inside businesses, including access to customer profiles, billing data, support inboxes, account changes, and refund tools. The research showed that attackers may not need traditional vulnerability scanners or direct application exploitation.
Instead, they can manipulate the data and messages an AI agent receives, causing it to reveal sensitive information or perform actions as a legitimate customer.
One major risk involves chatbot transcript features. Many support bots let users email a copy of a conversation. An attacker could inject malicious text into a chat session and use the transcript function to create a phishing email that appears to come from a trusted support address.
If a customer receives a message from support@company.com, they may be more likely to trust it than a normal phishing attempt.