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Why service providers are using AI-powered call analytics for robocall detection and mitigation
The typical robocall scenario is either one in which you’ve been directly involved or one you’ve heard of before: you receive an automated call from a bad actor with either an exclusive offer or urgent concern that requires your immediate attention. In doing so, the fraudster is looking to repurpose your voice responses to swindle you or get you to take some sort of action to ultimately extort money or obtain private information. With the threat of robocalls and spammers constantly around us, it’s comforting to know that many service providers are using AI to detect inbound fraud calls. According to voicebot.ai, “people in the U.S. received 18 robocalls a month on average in 2019, and the number of calls rose 35%, suggesting it’s even higher now. While blocklists and other regulations may stem some of the calls, there are always plenty more that will get through.” Thus, there is no denying that AI detection of robocallers is indispensable.
In this article, we cover:
- An overview of AI-powered call analytics for robocall detection
- How service providers are using AI to detect robocalls
- What you can do to mitigate robocall fraud
An overview of AI-powered call analytics for robocall detection
According to an article written by Geekwire.com, “robocalls were up 26% year-over-year in February [of 2021], according to RoboKiller. A report from Hiya — a Seattle startup that also develops tech to block spam calls — noted that scammers exploited the COVID-19 crisis with various scams.” Robocalls and fraudulent activity can have grave financial implications. Thus, many companies and providers are turning to AI to review robocall analytics, detect activity, and screen calls. One service, called KONTXT Voice, answers calls for you and lets you know if it’s legitimate or not. According to their website, “using advanced AI and machine learning technology, KONTXT Voice goes beyond phone number block lists and suspected spam warnings to screen calls and provide a real-time evaluation of who is calling and why.” This is just one example of an AI-powered service for robocall detection. Service providers are also getting involved.
How service providers are using AI to detect robocalls
According to our blog written last month, change isn’t just biological; it often applies to technology too. Just last year, the FCC implemented its Secure Telephony Identity Revisited (STIR) and Secure Handling of Asserted information using toKENS (SHAKEN) standard, or STIR/SHAKEN, to help in the fight against robocalls. The concept is sound: stop robocallers by making phone number spoofing far more difficult. This is done by requiring voice service providers to authenticate all traffic on their networks using the STIR/SHAKEN protocol. The implementation deadline was June 30, 2021.
FCC.gov notes that it “requires all voice service providers to file certifications in the Robocall Mitigation Database regarding their efforts to fight illegal robocalls on their networks. Unwanted calls—including illegal and spoofed robocalls—are the FCC’s top consumer complaint and a top consumer protection priority. The FCC is cracking down on illegal calls in a variety of ways.” With direction and support from the FCC, service providers are using AI to help detect and prevent robocalls.
What you can do to mitigate robocall fraud
Ultimately, there are a number of things that you can do to mitigate robocall fraud. CNET.com details a number of preventative measures, including but not limited to the following:
- Not answering calls from blocked or unknown numbers.
- Not answering calls from numbers you don’t recognize.
- Not assuming an incoming call is really from a local number simply because it looks like it is.
- Not responding to any questions that can be answered with a “yes.”
- If someone calls you and claims to be with a specific company, hang up and call the company yourself.
- If you do answer a call and hear a recording such as, “Hello, can you hear me?” just hang up.
By simply responding with your voice and pressing a button, robocallers then know you are real. As a result, they can then either target you further or sell your number to other fraudsters.
If you’re ready to get started protecting your brand, there’s no better time to start than right now. Sign up for a YouMail Professional Plan today.