New research finds AI-powered fraud is outpacing mobile network operator defenses, pushing consumer frustration to a breaking point where 38% are ready to switch providers.
Hiya, the global leader in trusted voice solutions that protects more than 550 million users monthly, released its State of the Call 2026 report, revealing that the weaponization of AI has pushed consumer frustration with their wireless providers to a tipping point. Based on a survey of over 12,000 consumers across the US, UK, Canada, France, Germany, and Spain, the data show that the rise of deepfakes isn’t just a nuisance, it is driving demands for strict regulation and financial liability for mobile network operators.
One respondent shared: “My 90-year-old mother received a scam call with a deepfake voice of her grandson asking for money… she refused to answer the phone unless someone was there with her for many months.”
In the U.S., the threat of AI voice deepfakes is no longer niche: one in four Americans say they have received a deepfake voice call in the past 12 months. Another 24% aren’t sure they could tell the difference, meaning nearly half the population has either encountered AI voice fraud or can’t distinguish it from a real call.
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This surge in sophisticated fraud has eroded faith in the mobile ecosystem. When asked who is winning the fight between carriers and scammers, Americans chose scammers by nearly 2-to-1.
Meanwhile, unwanted calls continue to compound the problem. American consumers now receive an average of 9.9 unwanted calls per week, which equates to over 500 per year, and it’s growing at a 16% compounded annual rate since 2023. Nearly half of Americans (48%) say phone spam is getting worse, outnumbering those who say it’s improving by 3-to-1.
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The pattern is global. Across all markets surveyed, consumers receive an average of 7.4 unwanted calls per week, also growing at 16% annually. French consumers receive the highest volume of unwanted calls, while British consumers suffer the steepest financial losses per scam victim.
The Tipping Point: Churn and Regulation
Consumers are no longer willing to accept the status quo. The report identifies a critical risk for operators:
- Churn Risk: 38% of subscribers say they are likely to switch providers if they feel unprotected from AI scams, making security a primary retention metric.
- Regulatory Pressure: 72% of consumers support stronger government regulations to force carrier action.
- Demand for Liability: 67% of Americans believe carriers should bear some responsibility for scam losses originating on their networks and 55% agree carriers should offer zero-liability fraud protection comparable to credit card companies. Outside the U.S., 75%+ of consumers want some level of carrier financial liability.
Alex Algard, CEO & Founder of Hiya, commented:
“When consumers tell us that scammers are beating mobile networks two-to-one, that has to be a wake-up call for the entire telecom industry. Scammers are weaponizing AI to clone voices and steal from vulnerable people, and the bad guys are simply moving faster than legacy network defenses. We cannot expect everyday people to outsmart artificial intelligence on their own. We are in an arms race where scammers are using AI as a weapon, which means operators have to use AI as a shield. The only path forward is embedding state-of-the-art AI directly into the telecom infrastructure to strictly authenticate callers before the phone ever rings.”
The Human Toll of the “Grandparent Scam”
The data highlight why the stakes are so high. Seniors (55+) are being hit hardest, losing an average of $1,298 to phone scams, triple the losses of younger adults.
The report captures the impact of AI fraud beyond the numbers. One respondent shared: “My 90-year-old mother received a scam call with a deepfake voice of her grandson asking for money… she refused to answer the phone unless someone was there with her for many months.”
For millions like her, AI-driven fraud has transformed the phone from a vital lifeline into a source of fear, underscoring the urgent need for increased protection to restore trust.
