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The IT help desk is under attack.
Your IT help desk receives a call. One of your executives is visiting clients and needs their login credentials reset immediately. As the agent walks them through the ITSM security process, the caller becomes more irate and asks them to hurry up.
They sound like the executive and know key information, but how can the agent be sure? Do they try to keep the caller happy and expedite, or is this an account takeover attack?
That decision is the one attackers target. How to reset MFA safely covers the administrator steps behind a reset request. SIM swap protection for enterprises explains how to tell whether the caller's number moved to a new SIM shortly before the call.
With ATO Protect from Trusona, they can know who is on the other end.
The GenAI deepfake threat to your IT help desk
Frank Abagnale, cyber security expert, 40+ year FBI consultant and subject of 'Catch Me If You Can', describes the new GenAI deepfake threat to your IT help desk.
Identity verification your agents can trust
Verified. Audited. SOC 2.
Know who is on the other end
GenAI deepfake resistant caller identification leveraging multiple authoritative data sources.
Detect ATO risk instantly
Stop man-in-the-middle, SIM swap, and social engineering attacks.
Get protected immediately
Zero integration option plus an ITSM API. Thousands of supported document types and multiple international phone networks are covered.
University of Connecticut loves ATO Protect
Download the case study for the University of Connecticut and see how they utilize ATO Protect in their everyday workflow.
Level up with passkeys
When employees call into the IT help desk, after they have been fully verified, they can set a passkey in their mobile browser.
Built for the way attacks happen now
GenAI deepfakes include spoofed documents, data, images, audio, and video. Your IT help desk agents and existing ITSM systems are increasingly unable to tell real callers from fraudsters.
Using a real-time identity verification scan, ATO Protect identifies account takeover fraud and stops fraudsters in their tracks. It has been built to support your current and future geographic markets.
Government issued documents from around the world, with thousands of supported types.
SIM swap and man-in-the-middle detection across multiple international phone networks.
A no-integration option to start today, plus an ITSM API for deeper workflows.
Trusted to verify what a phone call can't
ATO Protect is a game changer! Working with affluent families in the wealth management business, security and confidentiality are always at the top of mind. Amongst the ever-changing technology landscape, we use ATO Protect to verify our clients and ensure their asset security is of the utmost importance.
GenAI has changed social engineering, making impersonation easier than ever. ATO Protect is designed to help prevent attacks like voice spoofing and deepfakes.
Across our organization, we utilize ATO Protect to securely confirm the identities of callers.
Adversaries have become very effective at social engineering to get around MFA and similar controls, making it essential to add extra validation measures.
We utilize ATO Protect identity verification alongside our verbal wire confirmation protocol to ensure secure transfers of significant funds to our investors and our portfolio companies. It provides an exceptional level of security and confidence by confirming the identity of the recipient before we initiate any transactions.
We have a profound sense of moral responsibility to address the growing threats to society's cyber infrastructure. This mission drives our investment philosophy as well as our everyday operations. That is why we use Trusona's Account Take Over (ATO) Protect solution to verify a remote identity for all sensitive transactions.
Questions buyers ask
What is help desk identity verification?
Help desk identity verification confirms that the person asking for a password or MFA reset is who they claim to be before your help desk agent acts. ATO Protect for IT Help Desk does this with a real-time identity verification scan that draws on multiple authoritative data sources.
How does ATO Protect verify a caller before a password or MFA reset?
Your help desk agent sends an identity verification to the caller's mobile device. The caller completes it there, outside the call, by scanning a government-issued ID. ATO Protect also checks for SIM swap and man-in-the-middle signals. In the example call shown on this page, a high-risk result ends the reset and the agent escalates to security.
Does the caller need an app or to be pre-registered?
No. A first-time caller can be verified without registering first or downloading an app. Your help desk agent sends the verification to the caller's mobile device during the call, and the caller completes it in their mobile browser.
Can a cloned voice or deepfake get past it?
A cloned voice alone cannot get past it. The verification happens on the caller's mobile device, not on the call. Deepfakes can also spoof documents and data, and ATO Protect checks the caller's identity against multiple authoritative data sources. It runs no selfie or liveness check, because generative AI can now defeat those methods.
Does it work inside the ticketing tools our help desk already uses?
Yes, if your help desk runs ServiceNow, Zendesk, Jira Service Management, Ivanti or Freshdesk, where Trusona names built and supported integrations. A no-integration option lets you start today, and an ITSM API supports deeper workflows.
What happens to the caller's personal data?
Trusona stores no personally identifiable information (PII), and all PII from a verification session is deleted. The caller completes the check on their own mobile device, outside the call. Trusona is SOC 2 audited, and its trust portal is at trust.trusona.com.
Know who is on the other end
See how ATO Protect verifies identity at the moment of the request, on the caller's mobile device, in a way a deepfake on a call can't defeat.