Is AI a friend or foe of cybersecurity? This question regularly fuels our debates. For the British operator Virgin Media O2, AI is a formidable weapon against fraudsters who use the telephone. The company has developed an innovative, unexpected response, all with humor: a grandmother named Daisy who is an AI designed to trap 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 capable of responding to calls from fraudsters in real time. Trained from techniques used by real-life scammers, Daisy takes on the role of a vulnerable elderly person, a prime target for cybercriminals. Through credible interactions and rambling 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 for 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 an information collection system
Daisy's interest is not limited to trapping fraudsters. It is also at the heart of an advanced information collection system. Every interaction with Daisy allows Virgin Media O2 to gather valuable data about scammers' methods, scripts and new attack techniques. This information is then analyzed to anticipate emerging fraud trends, strengthening the operator's capabilities to respond quickly and effectively.
At the same time, Virgin Media O2 has set up a platform allowing customers to easily report questionable calls and SMS messages by forwarding them to 7726. These reports are then integrated into their analysis system to identify new threats and block fraudulent numbers .
A communication tool
Far from being a simple technical tool, Daisy also embodies an impactful communication initiative with humor. The presentation clip ridicules the smartest hackers, who are helpless in the face of the grandmother!
By highlighting this atypical AI, Virgin Media O2 is raising awareness among the general public of the dangers of telephone fraud. The campaign reminds us that scammers are not always who they say they are and encourages customers to be extra vigilant.
“We want to remind everyone that no matter how persuasive 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 ensures a superb advertising and communication campaign at very low costs, and promotes its system as an innovative and proactive solution against fraud with responsible and committed communication against cybercrime. .
Daisy perfectly illustrates how AI can be used to counter cybercriminals while contributing to better consumer protection. It transforms AI from a defensive tool into an active actor, capable of directly disrupting the strategies of fraudsters while collecting crucial information.
By combining advanced technology, strategic communication and societal commitment, Virgin Media O2 provides a significant example in the fight against scammers with a “virtual grandmother” who can be a formidable adversary for cybercriminals. Well done.
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