More than half of large firms say bots or AI agents have caused problems

More than half of large firms say bots or automated software agents have caused them problems. PYMNTS reports that 57% of large firms have had an incident or a loss tied to bots or agents. The finding comes with a push for a new kind of check on the software that acts for customers.

What the report says

The PYMNTS Intelligence report was produced with Trulioo. It surveyed 350 leaders in compliance, risk management, fraud and related roles at global companies. It calls for "know your agent," or KYA. That means checking who a software agent works for and what it may do. It builds on checks that confirm the person or company behind an agent.

The balance is tricky. An identity check that stops a fraudster protects a business. One that blocks a real customer costs a sale. The report's five-layer framework covers:

• Verifying the person or business behind the agent
• Specific permissions
• Agent credentials
• Continuous monitoring
• Behavioral checks

A purchasing agent shows why. Verifying the buyer is only part of the job. The business also needs to confirm the agent's spending authority and watch whether its actions stay within it.

What is not known

The material does not say what kinds of incidents firms faced or how large the losses were. It also does not name the companies. The full article sits behind a sign-up form, so only the outline of the findings is available here.