Is AI Friend or Foe of Cyber Security? This question regularly fuels our debates. For British operator Virgin Media O2, AI is a formidable weapon against fraudsters using the phone. The company developed an innovative, unexpected response, all with humor: a granny named Daisy, who is an artificial intelligence designed to catch scammers, waste their time and distract them from their victims.
“Daisy is a realistic AI grandmother, completely indistinguishable from a real person” the operator is satisfied. It is able to respond to calls from fraudsters in real time. Trained in the techniques used by real fraudsters, Daisy takes on the role of a vulnerable elderly person who is a prime target for cyber criminals. Through trusting interactions and incoherent conversations, Daisy manages to hold the attention of scammers for long periods of time, sometimes up to 40 minutes.
“We created Daisy to keep scammers away from our customers by keeping them on the line as long as possible.” explains Virgin Media O2. In addition to its impressive realism, Daisy is completely autonomous: it answers scam calls 24/7 without requiring human intervention.
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Daisy, at the heart of the information gathering system
Daisy’s interest is not limited to catching crooks. It is also the core of an advanced information gathering system. Every interaction with Daisy allows Virgin Media O2 to gather valuable data about fraudsters’ methods, scripts and new attack techniques. This information is then analyzed to predict new fraud trends, enhancing the operator’s ability to respond quickly and effectively.
At the same time, Virgin Media O2 has created a platform that allows customers to easily report suspicious calls and texts by forwarding them to 7726. These reports are then integrated into their analytics system to identify new threats and block fraudulent numbers.
Communication tool
Far from being a simple technical tool, Daisy also embodies an impressive communication initiative with humor. The presentation clip mocks the smartest hackers who are powerless in the face of grandma !
By highlighting this atypical AI, Virgin Media O2 is raising awareness among the general public about the dangers of phone fraud. The campaign reminds us that fraudsters are not always who they say they are and urges customers to be extra vigilant.
“We want to remind everyone that no matter how convincing the person on the other end of the line is, they are not always who you think they are.says Murray Mackenzie, director of fraud at Virgin Media O2.
By making Daisy visible in the media, the operator also provides a great advertising and communication campaign at a very low cost and promotes its system as an innovative and proactive anti-fraud solution with responsible and committed communication against cybercrime.
Daisy perfectly illustrates how AI can be used to fight cybercriminals while helping to better protect consumers. It transforms AI from a defensive tool into an active actor capable of directly disrupting fraudsters’ strategies while gathering vital intelligence.
By combining advanced technology, strategic communication and social engagement, Virgin Media O2 sets an important example in the fight against fraudsters with a ‘virtual grandmother’ who can be a formidable adversary for cybercriminals. Well done.