Fraud and cybercrime teams have made significant progress over the past decades in detecting threats. Yet today’s attacks increasingly target people, not just systems. Scams and social engineering exploit trust, urgency, and human behavior in ways that detection alone cannot fully address. This creates a growing gap between the scale and sophistication of threats and the ability of organizations to respond effectively.

This report introduces a strategic framework for designing an Agentic Workforce, where AI systems operate as specialized workers that augment and extend human teams. By moving beyond detection toward investigation, intervention, and resolution, organizations can scale expert judgment, act in real time, and more effectively protect customers against human-centric fraud.