Research presented at DEF CON 34 showed that attackers can abuse AI-enabled customer-support agents through email and application-layer parsing discrepancies. Spoofed or ambiguously formatted headers, email-address smuggling, asymmetric MIME/HTML rendering, and malicious instructions in inbound messages can cause agents with inbox, backend-tool, or RAG access to disclose sensitive data, steal OTPs, conduct phishing, or perform unauthorized account actions. The attacks exploit differences in how systems interpret email structures defined by standards such as RFC 5322 and how AI agents consume that content.
The research also identified cross-channel IVR weaknesses, conversation-history manipulation, prompt injection, and RAG knowledge-base poisoning as paths to MFA/2FA bypass and account compromise. Human approval does not reliably contain the risk when reviewers and agents see different representations of attacker-controlled content or when over-privileged agents treat untrusted messages and retrieved data as authoritative. Organizations should constrain agent permissions, normalize and safely render inbound content, isolate untrusted context, and require verification of sensitive actions outside the agent-controlled conversation.

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A targeted prompt-injection issue involving hidden email text that Chrome's built-in AI assistant could read and include sensitive case data in a reply-to plus-address was submitted through Chrome's vulnerability program. The report was marked Won't Fix.
At Bug Bounty Village during DEF CON 34, Inti De Ceukelaire presented research on abusing AI-enabled customer-support agents through email and application-layer parsing flaws. The research reported more than $50,000 in bug-bounty awards earned over several weekends and detailed attacks including phishing, account actions, data exposure, OTP theft, and prompt injection.
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