ai voice scam calls

AI Makes Perfect Impersonations: AI Scam will hit the Help Desks

On July 7, ABC News covered a story of a mother who fell victim to a supposed AI voice scam, where it wrongly said that her child had been abducted. 

If a mother can mistake a voice to be her daughter’s, then a help desk supporter can easily be tricked. 

Learn how to recognize AI voice scams and how to protect yourself. 

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What is an AI Scam Call? 

Artificial Intelligence (AI) scam calls are automated phone calls from malicious actors trying to defraud unsuspecting victims. These calls often use recorded voices or text-to-speech technology to impersonate a real person and collect personal information or money from victims. 

In the ABC News video, a mother received a panic voice on the call from an unknown number sounding exactly like her oldest daughter begging to be saved from Kidnappers. The callers were not kidnappers at all but professional scammers. But how were they able to mimic the daughter's voice? Experts warn even a few seconds of social media content can give scammers all they need. 

According to the FBI Internet Crime Complaint Center, about $10 Billion was stolen from Phone and Cyber Scams in 2022. 

Phone and Cyber Scams statistics in 2022 

How to Spot an AI Scam Call 

AI scam calls often employ scary tactics or threats to try and manipulate victims to follow their demands. Other scammers mention and threaten using legal action or financial consequences, to create a sense of urgency. 

AI technology has advanced to the point where it can now generate realistic-sounding voices, making it difficult to distinguish between a real human and an AI program. To make matters more confusing, the AI voice may be programmed to respond to certain words or phrases in a manner that is like a human. 

What to Do at the Help Desk 

If it is a good AI Scam call you will not know the difference between a real and natural call. The consequence of this is that you must treat all calls alike! However, The point is that voice recognition might no longer work for identity verification. The verification at the service desk must then be based on dynamic and contextual data wherever possible. If MFA (Multi-Factor Authentication) methods are available, then use them as much as possible. 

You have lots of data in your systems for the employees to use for verification purposes. One of the strongest methods is to use the identity of the user’s workstation. In one of the most critical processes: Password Reset, then the PC is not yet open for use. FastPass can however, even before Windows login, show the identity of the PC the user is using now and decide if this is the user’s normal PC. See: How to secure the password reset process in ServiceNow

The best solution for many situations with user verification is the use of self-service, where we have secure verification or authentication. FastPass is user-centric and offers self-service and assisted service by a service desk: 

 

SSPR Actions and verification image

 

Read here for more information on the IT security risks at the service desk.

Finn Jensen

Finn Jensen | Founder, FastPasscorp

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