“Defender Oleg” will shut down scammers – Kommersant FM
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Tinkoff has launched new voice robots to combat fraudsters. But they will have to be updated almost daily, experts say. The service is available on the basis of the already working “Oleg’s Defender”. It is assumed that the bank will recognize unwanted calls, which will be answered by the characters from the Robot Factory. How effective is this scheme? And how will it help in the fight against cybercrime? Details from Alexander Mezentsev.
A man walking a dog, a grandfather looking for glasses, a woman driving, and even the Marvel comic book hero “Deadpool”—Tinkoff introduced such characters to protect customers from scammers.
It is assumed that humanoid robots will distract the attention of scammers and keep them on the line longer. According to the bank, it is the first five minutes of a conversation that are most dangerous for the user. During this time, you can convince someone to transfer personal data or complete a transaction.
And the longer the scammer tries to figure out the victim, the fewer calls he will make. Interlocutors who are accustomed to dialogues according to one scenario are confused by this, says Elena Burdelova, a psychologist at the Doctis telemedicine service:
“What is used is described in psychology as breaking the pattern. When we communicate, we expect our interlocutor to respond within a certain range, and then the initiative is seized, and the one against whom this technique is used becomes vulnerable.
Grandfather looks like the most innocent character – here she is, an easy prey that we will deceive. Grandfather interrupts the conversation and repeats phrases, asks to wait – that is, he shows interest. This, on the one hand, reinforces motivation, and, on the other hand, he does this ad infinitum.”
The system is really effective, Kommersant FM’s interlocutors note. But scammers, knowing about such robots, will learn to quickly recognize them and not waste time. Therefore, it is necessary to develop a wide range of characters, says Sergey Golovanov, chief expert at Kaspersky Lab:
“The technology is very promising; there are simply no analogues that would work in other banks. The only thing is that the number of scripts and voices that the assistant will use must be diverse. This is necessary so that there are several hundred thousand scenarios, then attackers will not be able to recognize that they are talking to a robot.”
Half a million users can already use this service. In the next month, subscribers of all mobile operators will be able to connect to a telephone secretary, even if they do not have a bank card, the company assures. But there is a risk that the system will not correctly recognize spam calls, and then an outflow of clients will begin, warns IT expert Alexander Baulin:
“There are always risks that the user will consider the call important or it will turn out that the system rejects many necessary calls. In the case of delivery, for example, or a taxi, it’s enough to miss the call, and in 10-15 minutes the courier or taxi will already leave.”
According to bank reports, Tinkoff has over 30 million clients. For comparison, in 2023, every third Russian complained about calls with suspected fraud. And “Oleg’s Defender” may not be enough for everyone.
Everything is clear with us – Telegram channel “Kommersant FM”.
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