AI-generated voices and convincing impersonation attempts can make an urgent payment request sound genuine. For Australian small and medium businesses, the safest response is to slow down and verify through a trusted channel.
Do not trust the voice alone
Ask staff to treat unexpected requests involving supplier bank details, payroll, refunds or urgent transfers as verification events. A familiar voice, caller ID or realistic background story is not proof of identity.
Use a second trusted channel
Call the supplier using a phone number already stored in your records, not a number supplied in the unexpected message. Confirm the request, account details and amount with an authorised contact. For high-value payments, require a second approver who checks the evidence independently.
Protect the approval process
Separate invoice preparation from payment approval where practical. Use individual accounts, multi-factor authentication and clear limits. Keep changed bank details on hold until verification is complete, and record who approved the payment and how the request was checked.
Prepare the team
Give staff a simple escalation path for suspicious calls and remove pressure to act immediately. Practice a short scenario so people know they can pause, ask questions and report concerns without being blamed.
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