The Silent Siege Robocalling fraud and how the

Blame AI, but while it brings many wonderful things, it also brings a surge in fraud. The latest, Paul Skeldon discovers, is robocalling fraud – however, the fightback has begun

Robocalling fraud is on the rise – and AI is to blame. Robocalling involves the use of automated dialling systems to place pre-recorded messages with the intent to deceive or trick the recipient. These calls often impersonate legitimate businesses like banks, credit card companies, or government agencies. The scammers attempt to steal personal information, financial details, or trick victims into sending money.

The sheer volume of robocalls is staggering. According to Juniper Research, a leading technology research firm, an estimated 179 billion robocalls were made globally in 2023, with a projected increase to 200 billion by 2027. This translates to billions of unwanted calls, causing frustration, disruption, and significant financial losses for individuals and businesses alike.

Some of the common tactics used by robocallers, include:

• Caller ID Spoofing: Robocallers often use technology to manipulate the Caller ID on your phone, making it appear as if the call is coming from a legitimate source, like a local phone number or a well-known company. This increases the likelihood that the recipient will answer the call.

• Phishing Scams: Robocallers may try to trick you into revealing personal information, such as your Social Security number,

bank account details, or passwords. This information can then be used for identity theft or fraudulent transactions.

• Preying on Fear and Urgency: Robocallers may use scare tactics, claiming your Social Security number has been compromised or that you owe money to the IRS. The sense of urgency created by these tactics can lead victims to make rushed decisions and disclose sensitive information. The financial impact of robocalling fraud is substantial. Juniper Research estimates that global losses from robocalling fraud will reach $48bn by 2027. These losses are borne by individuals who fall victim to scams, as well as businesses who experience reputational damage and a decrease in customer trust.

COMBATING THE THREAT: ENTER SHAKEN/STIR

The rise of robocalling fraud has necessitated the development of new solutions. Here’s where SHAKEN/STIR comes in. SHAKEN/STIR, also known as Secure Telephone Identity Revisited and Signaturebased Handling of Asserted Information Using Tokens, is a suite of protocols and procedures designed to combat caller ID spoofing.

SHAKEN/STIR consists of two key elements. SHAKEN (Secure Telephone Identity Revisited), is a protocol establishes a framework for issuing digital certificates to phone numbers. These certificates verify the legitimacy of the caller’s identity and ensure that the caller ID displayed on the receiving phone is accurate.

STIR (Signature-based Handling of Asserted Information Using Tokens), meanwhile, is a protocol defining the process of using digital signatures to authenticate the caller ID information.

The originating phone service provider signs a digital token with the caller’s information, and this token is then transmitted to the receiving phone service provider. The receiving provider can then verify the signature and determine if the caller ID is legitimate.

Here’s a simplified explanation of how SHAKEN/STIR works to prevent caller ID spoofing:

• Digital certificate issuance: phone service providers issue digital certificates to their customers, verifying their phone numbers.

• Call initiation: when a call is placed, the originating phone service provider signs a digital token with the caller’s information using the issued certificate.

• Call transmission: the signed token is transmitted along with the call to the receiving phone service provider.

• Signature verification: the receiving phone service provider verifies the signature on the token using the public key associated with the originating phone service provider’s certificate.

• Caller ID authentication: if the signature is valid, the call is authenticated, and the correct caller ID information is displayed on the receiving phone.

• Potential warning: if the signature verification fails or no token is present, the receiving phone service provider can choose to block the call or display a warning message to the recipient about a potential scam call.

While still under development and implementation, SHAKEN/ STIR holds immense promise in combating robocalling fraud. But it can make a difference. For starters it can reduce spoofing and scam calls by verifying caller ID information, SHAKEN/STIR makes it significantly harder for robocallers to spoof legitimate numbers, reducing the number of scam calls reaching consumers. This can lead to a decrease in financial losses from robocalling fraud.

As the number of spoofed calls declines, consumers will regain trust in answering their phones. This can lead to a more positive mobile communication experience.

SHAKEN/STIR can provide valuable information to law enforcement agencies investigating robocalling scams. The digital certificates and tokens associated with calls can help identify the origin of robocalls and track down those responsible.

While SHAKEN/STIR represents a significant step forward, there are still a number of challenges to consider. For SHAKEN/STIR to be truly effective, widespread adoption by phone service providers across the globe is necessary. This requires ongoing collaboration and international agreements to ensure compatibility between different networks.

Scammers may develop new techniques to bypass SHAKEN/ STIR protocols. Continued vigi-

lance and innovation are required to stay ahead of evolving spoofing tactics.

For SHAKEN/STIR to reach its full potential, consumers need to be aware of its existence and understand how it works. Public education campaigns are crucial to ensure people are informed and can take advantage of the protections it offers.

A COLLABORATIVE EFFORT

The fight against robocalling fraud requires a multi-pronged approach. SHAKEN/STIR is a powerful tool, but it’s one piece of the puzzle. Developing and implementing new technologies to identify and block robocalls is essential. This includes advancements in call filtering systems and artificial intelligence-powered solutions.

Stronger international cooperation between law enforcement agencies is necessary to track down the perpetrators of robocalling scams and hold them accountable.

Ongoing public education campaigns are critical to empower consumers to identify and avoid robocall scams. Educating people about the tactics used by robocallers and the functionalities of SHAKEN/STIR will increase their vigilance and decrease the success rate of these scams.

Robocalling fraud remains a significant threat, but with the combined efforts of phone service providers, technology developers, law enforcement, and consumers, we can turn the tide. SHAKEN/STIR offers a powerful tool in this fight, but its success depends on widespread adoption, continued innovation, and public awareness. By working together, we can create a safer and more secure mobile communication experience for everyone.

Can branded voice calling end the siege?

In today’s world, the constant barrage of unknown phone numbers can be frustrating and suspicious. However, a new technology is emerging that aims to transform the way businesses connect with their customers – branded voice calling.

This innovative solution not only streamlines communication but also offers a powerful weapon against caller ID spoofing and fraud.

Branded voice calling allows businesses to display their brand name, logo and even a call reason alongside the caller ID information when they make calls to customers. This eliminates the uncertainty of unknown numbers and fosters trust by clearly identifying the legitimate source of the call.

Imagine receiving a call with your bank’s logo and a message like “Important account update” instead of just an unfamiliar number. Branded voice calling offers a more transparent and secure communication experience.

Fraudsters often rely on caller ID spoofing to impersonate legitimate businesses like banks, credit card companies, or government agencies. This tactic deceives victims into answering the call and potentially revealing personal information or falling for scams. Branded voice calling acts as a powerful deterrent against these tactics in several ways:

By displaying the brand name and logo, branded voice calling makes it immediately clear to the recipient who is calling. Since the caller ID information is verified by the phone service provider, spoofing a brand’s identity becomes significantly more difficult. This makes it harder for fraudsters to trick consumers into answering their calls.

Branded voice calling reinforces a company’s commitment to secure communication and protects its brand image from being misused by scammers.

Several innovative service providers have emerged to offer branded voice calling solutions to businesses. Hiya Connect is a platform that allows businesses to display their brand information when making outbound calls, boosting call answer rates and building trust with customers.

Twilio, meanwhile, uses its cloud communications platform to provide branded voice calling functionalities as part of its suite of communication solutions for businesses.

Leading brands across various industries are recognizing the benefits of branded voice calling. Banks and credit unions use branded voice calling to improve customer confidence when receiving important account information updates or fraud alerts. Hospitals and clinics, too, use branded voice calling to remind patients about appointments, reducing missed appointments and improving communication.

Brands use branded voice calling to connect with customers regarding order confirmations, special offers, or loyalty programme updates.

So, what does branded voice calling offer these businesses? For starters, customers are more likely to answer calls when they recognise the brand calling them, leading to better communication and improved customer satisfaction. Branded voice calling also projects a professional and trustworthy image, fostering stronger customer relationships.

Some branded voice calling platforms offer analytics that provide businesses with insights into call performance and customer engagement.