Train employees to respond to risky requests, not to guess whether a message was made with AI. If a request asks for money, credentials, sensitive data, or a payment-detail change, the employee should stop and verify it through a separate, trusted channel—whether it arrived by email, text, phone, or video call.
Why AI changes scam training
Generative AI can help criminals create polished, personalized text, images, cloned audio, and video for phishing, impersonation, and financial fraud. That makes familiar scams more believable and easier to adapt. Good grammar is not proof that a message is genuine, and a familiar voice or face is not authorization to bypass established approval procedures. The FBI Internet Crime Complaint Center and the FBI San Francisco describe these uses of AI.
For workplace training, the practical question is not “Can you spot AI?” It is “Does this request require verification before you act?” Employees may notice warning signs, but those signs are prompts to check—not a reliable test of whether content is fake.
Teach one pause-and-verify rule
Give staff a short rule they can apply across communication channels:
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If a message or call asks you to send money, share credentials or sensitive data, or change payment details, pause. Do not use its links or contact information. Verify the request using a known, independent channel and follow the normal approval process. Report suspicious attempts through the company’s designated channel.
Adapt the rule to your organization’s payment approvals, help desk, incident-reporting process, and applicable requirements. There is no single reporting workflow that applies to every employer.
Build the training around the actions employees control
1. Map high-risk decisions and roles
Identify who can approve payments, change vendor records, disclose customer or company data, reset accounts, or access credentials. Use examples that match those responsibilities: accounts payable staff need practice with invoice and bank-detail changes, while help desk staff need practice with identity checks and account resets. Keep scenarios relevant to the employee’s authority and the workflow they are expected to follow.
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2. Explain which requests trigger a pause
Teach employees to stop when a request involves money, credentials, sensitive information, payment changes, urgency, secrecy, or pressure to bypass normal approvals. An unusual channel or an instruction to use a supplied link or phone number is another reason to verify. These warning signs do not prove fraud; they identify situations where employees should use the verification process.
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3. Rehearse independent verification
- End the suspicious interaction. Do not reply, click its link, call a number it provides, or accept a new payment route from the message.
- Choose a trusted route already on file. Use a known phone number, internal directory, established vendor record, or approved workflow—not contact details supplied only in the questionable message.
- Confirm the request with the purported sender. Ask through that independent route whether they made the request and verify the relevant details.
- Complete the normal approval process. A confirmed identity does not replace required payment controls, dual approvals, or other established checks.
The FTC’s small-business cybersecurity guidance recommends confirming questionable requests by calling a known-good number. The FBI also recommends independent verification for suspicious requests.
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4. Make reporting and containment straightforward
Tell employees exactly where and how to report suspicious email, texts, calls, and meeting invitations. Specify what to preserve, such as the message, sender details, time, and any interaction already taken, while following your organization’s privacy and incident-handling rules. Make clear that prompt reporting is useful even when the employee is uncertain.
If someone clicked, replied, shared information, approved a login, or sent funds, they should report it immediately and follow the organization’s incident instructions. Depending on the event, those instructions may include changing a compromised password, isolating a device, escalating a payment, or starting incident response. The FTC advises businesses to provide a way to report suspected phishing, follow company procedures, and immediately change compromised passwords.
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5. Practice scenarios and debrief decisions
Use controlled, realistic exercises that test whether employees pause, verify, and report—not whether they can identify a particular AI artifact. Scenarios can include:
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- A polished vendor invoice announcing new bank details.
- An urgent executive request for a wire transfer.
- A voice message claiming a payment is overdue.
- An unexpected request to approve a multifactor-authentication prompt.
- A video-meeting participant asking for confidential data.
- A link to a fake sign-in portal.
After each exercise, review what action was expected, which trusted route was available, and how to report the attempt. Keep the debrief focused on improving the process, not shaming an employee. Phishing simulations can help staff practice, but a simulation score does not prove readiness for every AI-enabled scam.
6. Measure, refresh, and improve
Track participation, whether employees report suspicious attempts, whether they follow verification and approval procedures, and which steps repeatedly cause confusion. Use those findings to update the examples, instructions, and workflows. NIST’s SP 800-50 Rev. 1, published in September 2024, recommends a customizable learning program built around behavior change, evaluation, and ongoing improvement. The FTC likewise recommends regular training and updating it as risks change.
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Awareness training cannot carry the whole burden. Make the safe action possible by maintaining documented payment-change and callback procedures, requiring appropriate approvals, and providing a clear reporting channel. The FBI recommends multifactor authentication and employee education; the FTC advises businesses to use email authentication and independently verify payment requests.
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Organizations can deliver instruction in-house or use a managed awareness platform. The important implementation test is whether the approach fits real approval workflows, is accessible to staff, makes reporting easy, and can be evaluated and refreshed without excessive administrative effort. The FTC names Microsoft and KnowBe4 as sources of free phishing simulators online; that is a resource example, not an endorsement or comparison of their products.
What good training should change
- Employees pause when a request could expose money, accounts, or sensitive information.
- They verify through contact details or processes already trusted by the organization.
- They follow ordinary approvals even when a request appears to come from an executive or familiar partner.
- They report attempts and mistakes promptly, using a known channel.
- Managers improve processes when exercises or real reports reveal confusion or gaps.
The guidance cited here is from U.S. agencies. Employers elsewhere should align reporting, privacy, and incident-response procedures with local laws and requirements.
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