Agent-driven identity threats have become a defining challenge for organizations as they drive revenue and expand across markets, increasing fraud risks and customer friction. “Amplifying Scale: How Revenue Amplifies Agent-Driven Identity“, in cooperation between PYMNTS INTELLIGENCE and Trollioexamines how digital identity challenges evolve as companies scale, amplifying fraud risks and customer friction. My central finding is that identity verification is no longer just a compliance checkpoint. It has become a business issue that impacts conversion, trust, customer retention, and revenue. Agent-driven identity threats are reshaping how organizations approach fraud prevention and customer onboarding.
As companies expand across products, channels and geographies, they face a broader mix of threats, including deepfakes, AI-generated identity documents, automated scraping and other agent-driven attacks. These risks are particularly apparent for larger companies, which are more likely to report Know Your Agent (KYA) threats than smaller companies, along with the financial and operational damage that can follow.
Larger companies are more likely to manage identity operations in-house, often to gain more control, but an in-house-only approach can leave significant gaps. Companies that rely solely on in-house teams have the highest rates of KYA incidents and losses. Meanwhile, larger companies are more likely to report higher false positives, higher churn rates, and friction that can drive away legitimate customers. In other words, the challenge is not just to stop fraud, but to do so without creating so much friction that prompts customers to abandon the process.
In an economy shaped by bots, agents, and AI-powered attacks, digital identity is an essential capability for growth. Businesses that do it right can protect themselves while still providing seamless customer experiences. Companies that get it wrong risk slowing growth, lost revenue and weakened confidence.
In an economy shaped by artificial intelligence and automation, agent-driven identity threats are a drag on growth.
In “Amplifying Scale: How Revenue Amplifies Agent-Based Identity,” learn how:
- The mix of identity threats changes as revenue grows. Large companies are more likely to encounter deepfakes, AI-generated documents, and automated scraping, while small businesses are more often affected by synthetic identity fraud.
- Governance choices shape security outcomes. The results show that companies that rely solely on internal identity management teams report more KYA incidents than those that use hybrid or outsourced models.
- Identity friction can dampen growth even when it hinders bad actors. The report explains how false positives, delays in onboarding, and transaction declines can reduce conversion and hurt customer experience as businesses scale.
About the report
“Amplifying Scale: How Revenue Amplifies Agent-Driven Identity“It is based on a survey of 350 global companies conducted from August 1 to September 10, 2025. The report explores the effectiveness of digital identity systems in preventing fraud and driving growth. Industries surveyed included financial services, gig platforms, online marketplaces, retail, software platforms, and travel and hospitality. The companies operate in the United States, Canada, the United Kingdom, the European Union, other European countries, China, India, Japan, other Asia-Pacific countries, and the Middle East, it reported. Australia/New Zealand, Africa, Mexico and other Latin American countries reported that 42% reported revenues of $50 million to less than $250 million; 36% reported revenues of $250 million to less than $1 billion, while 22% reported revenues of $1 billion or more.
