In this episode, we unpack how AI helpdesks and support copilots are quietly becoming a new social engineering surface. Instead of just worrying about phishing human agents, leaders now have to think about attackers shaping what the model believes, what it reveals, and which workflows it triggers. We walk through how these AI front doors are wired into ticketing, HR, and identity systems, why that turns them into privileged brokers, and where prompt injection, context hijacking, and over-helpful responses start to bend your trust boundaries. The narration is based on a Wednesday “Headline” feature from Bare Metal Cyber Magazine.

From there, we move into the leadership decisions that will determine whether your copilot stays an asset or drifts toward becoming a co-conspirator. You will hear how deterministic policies collide with probabilistic model behavior, how the helpdesk trust contract needs to be rewritten for an AI-first front line, and what it means to design secure copilots from the start. We close by looking ahead at a world where attackers bring their own AI agents to probe your helpdesk at scale, and we offer a practical lens for constraining authority, improving observability, and keeping high-risk actions anchored in strong identity and human verification.