O2, the mobile network provider in the United Kingdom, has unveiled the Daisy chatbot, which impersonates an elderly person to lure scam callers into conversation. In just two months since its launch, Daisy has engaged with over a thousand scam calls, keeping them on the line for up to 40 minutes at a time.
Through extensive conversations with scammers, O2 has identified three key observations:
1. Scammers typically follow a script: Daisy’s logs reveal that scammers often stick to a predetermined script, with customers being deceived by offers for discounted iPhones. Scammers have a clear strategy in place and will escalate calls to their supervisors when needed to continue the deception.
2. Scammers often pose as large companies: Impersonating big banks or tech giants like Amazon or Microsoft is a common tactic employed by scammers to establish credibility and trust.
3. Scammers are quick to anger: In contrast to trained company personnel, scammers tend to display irritability and rudeness towards their targets rather than maintaining a professional demeanor.
In a worrying development, O2 has discovered that some scammers are beginning to recognize Daisy’s voice. As a response, O2 plans to invest in further tools to combat call center fraud, with existing tools capable of identifying and monitoring scam calls. Customers are encouraged to report scam calls by forwarding them or sending an SMS to the number 7726 for improved detection.
Source: O2
TLDR: O2 introduces Daisy chatbot to engage with scam callers, identifies common tactics used by scammers, and enhances tools to combat fraudulent calls.
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