Artificial intelligence has become one of marketing’s most powerful enablers, transforming customer engagement through hyper-personalization, conversational experiences, and real-time communications. Yet the same technology is also giving cybercriminals unprecedented capabilities to automate fraud, personalize phishing attacks, and exploit consumer trust at scale.
According to Infobip’s 2026 Fraud & Security Trends Report, the battle between attackers and defenders has officially become an AI arms race. While AI-powered fraud is accelerating globally, enterprises are responding with equally sophisticated AI-driven security capabilities embedded directly into their customer communication infrastructure.
AI is powering both customer engagement—and customer deception
For marketers, AI has dramatically improved customer journeys through personalized messaging, automated conversations, and seamless omnichannel engagement. Unfortunately, fraudsters are leveraging many of these same capabilities.
Infobip’s research, based on billions of customer interactions worldwide, found that detected harmful messaging increased by 77% year-on-year, reflecting how attackers are increasingly using AI to automate and personalize phishing, smishing and other fraudulent communications. Meanwhile, phishing alone now accounts for 49% of all blocked harmful content, with phishing volumes increasing 94% over the previous year.
This reflects a broader cybersecurity trend, with security researchers warning that generative AI is making social engineering attacks significantly more convincing, scalable and difficult for users to distinguish from legitimate communications.
Trust has...
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