Google’s AI Call Screener: A Glimpse Into the Future of Automated Call Management?
Introduction
AI has penetrated most industries and telecom is no exception. According to a survey by Nvidia, enhancing customer experiences is the biggest AI opportunity for the telecom industry, with 35% of respondents identifying customer experiences as their key AI success story. Further, the study found nearly 90% of telecom companies use AI, with 48% in the piloting phase and 41% actively deploying AI. Most telecom service providers (53%) agree or strongly agree that adopting AI would provide a competitive advantage. AI in telecom is primed to be the next big thing and Google has not ignored this opportunity. It is reported that Google will soon add “AI Replies” to the phone app’s call screening feature.
How Does The ‘AI Call Screener’ Work?
With the busy lives people lead nowadays, Google has created a helpful tool to answer the challenge of responding to calls amidst busy schedules. Google Pixel smartphones are now fitted with a new feature that deploys AI-powered calling tools that can help with call screening, note-making during an important call, filtering and declining spam, and most importantly ending the frustration of being on hold.
In the official Google Phone app, users can respond to a caller through “new AI-powered smart replies”. While “contextual call screen replies” are already part of the app, this new feature allows users to not have to pick up the call themselves.
- With this new feature, Google Assistant will be able to respond to the call with a customised audio response.
- The Google Assistant, responding to the call, will ask the caller’s name and the purpose of the call. If they are calling about an appointment, for instance, Google will show the user suggested responses specific to that call, such as ‘Confirm’ or ‘Cancel appointment’.
Google will build on the call-screening feature by using a “multi-step, multi-turn conversational AI” to suggest replies more appropriate to the nature of the call. Google’s Gemini Nano AI model is set to power this new feature and enable it to handle phone calls and messages even if the phone is locked and respond even when the caller is silent.
Benefits of AI-Powered Call Screening
This AI-powered call screening feature offers multiple benefits:
- The AI feature will enhance user convenience by reducing the disruptions caused by spam calls. This will, in turn, increase productivity.
- It will increase call privacy and security by filtering high-risk calls, thereby protecting users from attempts of fraud and cyber crimes such as phishing.
- The new feature can potentially increase efficiency in business communications by screening for important calls, delegating routine inquiries and optimising customer service.
Key Policy Considerations
Adhering to transparent, ethical, and inclusive policies while anticipating regulatory changes can establish Google as a responsible innovator in AI call management. Some key considerations for AI Call Screener from a policy perspective are:
- The AI screen caller will process and transcribe sensitive voice data, therefore, the data handling policies for such need to be transparent to reassure users of regulatory compliance with various laws.
- AI has been at a crossroads in its ethical use and mitigation of bias. It will require the algorithms to be designed to avoid bias and reflect inclusivity in its understanding of language.
- The data that the screener will be using is further complicated by global and regional regulations such as data privacy regulations like the GDPR, DPDP Act, CCPA etc., for consent to record or transcribe calls while focussing on user rights and regulations.
Conclusion: A Balanced Approach to AI in Telecommunications
Google’s AI Call Screener offers a glimpse into the future of automated call management, reshaping customer service and telemarketing by streamlining interactions and reducing spam. As this technology evolves, businesses may adopt similar tools, balancing customer engagement with fewer unwanted calls. The AI-driven screening will also impact call centres, shifting roles toward complex, human-centred interactions while automation handles routine calls. They could have a potential effect on support and managerial roles. Ultimately, as AI call management grows, responsible design and transparency will be in demand to ensure a seamless, beneficial experience for all users.
References
- https://resources.nvidia.com/en-us-ai-in-telco/state-of-ai-in-telco-2024-report
- https://store.google.com/intl/en/ideas/articles/pixel-call-assist-phone-screen/
- https://www.thehindu.com/sci-tech/technology/google-working-on-ai-replies-for-call-screening-feature/article68844973.ece
- https://indianexpress.com/article/technology/artificial-intelligence/google-ai-replies-call-screening-9659612/
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Introduction
Social media is the new platform for free speech and expressing one’s opinions. The latest news breaks out on social media and is often used by political parties to propagate their parties during the elections. Hashtag (#)is the new weapon, a powerful hashtag that goes a long way in making an impact in society that so at a global level. Various hashtags have gained popularity in the last years, such as – #blacklivesmatter, #metoo, #pride, #cybersecurity, and many more, which were influential in spreading awareness among the people regarding various social issues and taboos, which then were removed from multiple cultures. Social media is strengthened by social media influencers who are famous personalities with a massive following as they create regular content that the users consume and share with their friends. Social media is all about the message and its speed, and hence issues like misinformation and disinformation are widespread on nearly all social media platforms, so the influencers play a keen role in making sure the content on social media is in compliance with its community and privacy guidelines.
The Know-How
The Department of Consumer Affairs under the Ministry of Consumer Affairs, Food and Public Distribution released a guide, ‘Endorsements Know-hows!’ for celebrities, influencers, and virtual influencers on social media platforms, The guide aims to ensure that individuals do not mislead their audiences when endorsing products or services and that they are in compliance with the Consumer Protection Act and any associated rules or guidelines. Advertisements are no longer limited to traditional media like print, television, or radio, with the increasing reach of digital platforms and social media, such as Facebook, Twitter, and Instagram, there has been a rise in the influence of virtual influencers, celebrities, and social media influencers. This has led to an increased risk of consumers being misled by advertisements and unfair trade practices by these individuals on social media platforms. Endorsements must be made in simple, clear language, and terms such as “advertisement,” “sponsored,” or “paid promotion” can be used. They should not endorse any product or service and service in which they have done due diligence or that they have not personally used or experienced. The Act established guidelines for protecting consumers from unfair trade practices and misleading advertisements. The Department of Consumer Affairs published Guidelines for prevention of Misleading Advertisements and Endorsements for Misleading Advertisements, 2022, on 9th June 2022. These guidelines outline the criteria for valid advertisements and the responsibilities of manufacturers, service providers, advertisers, and advertising agencies. These guidelines also touched upon celebrities and endorsers. It states that misleading advertisements in any form, format, or medium are prohibited by law.
The guidelines apply to social media influencers as well as virtual avatars promoting products and services online. The disclosures should be easy to notice in post descriptions, where you can usually find hashtags or links. It should also be prominent enough to be noticeable in the content,
Changes Expected
The new guidelines will bring about uniformity in social media content in respect of privacy and the opinions of different people. The primary issue being addressed is misinformation, which was at its peak during the Covid-19 pandemic and impacted millions of people worldwide. The aspect of digital literacy and digital etiquette is a fundamental art of social media ethics, and hence social media influencers and celebrities can go a long way in spreading awareness about the same among common people and regular social media users. The increasing threats of cybercrimes and various exploitations over cyberspace can be eradicated with the help of efficient awareness and education among the youth and the vulnerable population, and the influencers can easily do the same, so its time that the influencers understand their responsibility of leading the masses online and create a healthy secure cyber ecosystem. Failing to follow the guidelines will make social media influencers liable for a fine of up to Rs 10 lakh. In the case of repeated offenders, the penalty can go up to Rs 50 lakh.
Conclusion
The size of the social media influencer market in India in 2022 was $157 million. It could reach as much as $345 million by 2025. Indian advertising industry’s self-regulatory body Advertising Standards Council of India (ASCI), shared that Influencer violations comprise almost 30% of ads taken up by ASCI, hence this legal backing for disclosure requirements is a welcome step. The Ministry of Consumer Affairs had been in touch with ASCI to review the various global guidelines on influencers. The social media guidelines from Clairfirnia and San Fransisco share the same basis, and hence guidelines inspired by different countries will allow the user and the influencer to understand the global perspective and work towards securing the bigger picture. As we know that cyberspace has no geographical boundaries and limitations; hence now is the time to think beyond conventional borders and start contributing towards securing and safeguarding global cyberspace.
Introduction
According to a shocking report, there are multiple scam loan apps on the App Store in India that charge excessive interest rates and force users to pay by blackmailing and harassing them. Apple has prohibited and removed these apps from the App Store, but they may still be installed on your iPhone and running. You must delete any of these apps if you have downloaded them. Learn the names of these apps and how they operated the fraud.
Why Apple banned these apps?
- Apple has taken action to remove certain apps from the Indian App Store. These apps were engaging in unethical behaviour, such as impersonating financial institutions, demanding high fees, and threatening borrowers. Here are the titles of these apps, as well as what Apple has said about their suspension.
- Following user concerns, Apple removed six loan apps from the Indian App Store. Loan apps include White Kash, Pocket Kash, Golden Kash, Ok Rupee, and others.
- According to multiple user reviews, certain apps seek unjustified access to users’ contact lists and media. These apps also charge exorbitant fees that are not necessitated. Furthermore, companies have been found to engage in unethical tactics such as charging high-interest rates and “processing fees” equal to half the loan amount.
- Some lending app users have reported being harassed and threatened for failing to return their loans on time. In some circumstances, the apps threatened the user’s contacts if payment was not completed by the deadline. According to one user, the app company threatened to produce and send false photographs of her to her contacts.
- These loan apps were removed from the App Store, according to Apple, because they broke the norms and standards of the Apple Developer Program License Agreement. These apps were discovered to be falsely claiming financial institution connections.
Issue of Fake loan apps on the App Store
- The App Store and our App Review Guidelines are designed to ensure we provide our users with the safest experience possible,” Apple explained. “We do not tolerate fraudulent activity on the App Store and have strict rules against apps and developers who attempt to game the system.
- In 2022, Apple blocked nearly $2 billion in fraudulent App Store sales. Furthermore, it rejected nearly 1.7 million software submissions that did not match Apple’s quality and safety criteria and cancelled 428,000 developer accounts due to suspected fraudulent activities.
- The scammers also used heinous tactics to force the loanees to pay. According to reports, the scammers behind the apps gained access to the user’s contact list as well as their images. They would morph the images and then scare the individual by sharing their fake nude photos with their whole contact list.
Dangerous financial fraud apps have surfaced on the App Store
- TechCrunch acquired a user review from one of these apps. “I borrowed an amount in a helpless situation, and a day before the repayment due date, I got some messages with my picture and my contacts in my phone saying that repay your loan or they will inform our contacts that you are not paying the loan,” it said.
- Sandhya Ramesh, a journalist from The Print, recently tweeted a screenshot of a direct message she got. A victim’s friend told a similar story in the message.
- TechCrunch contacted Apple, who confirmed that the apps had been removed from the App Store for breaking the Apple Developer Program License Agreement and guidelines.
Conclusion
Recently, some users have claimed that some quick-loan applications, such as White Kash, Pocket Kash, and Golden Kash, have appeared on the Top Finance applications chart in recent days. These apps necessitate unauthorised and intrusive access to users’ contact lists and media. According to hundreds of user evaluations, these apps charged exorbitantly high and useless fees. They used unscrupulous techniques such as demanding “processing fees” equal to half the loan amount and charging high-interest rates. Users were also harassed and threatened with restitution. If payments were not made by the due date, the lending applications threatened to notify users’ contacts. According to one user, the app provider even threatened to generate phoney nude images of her and send them to her contacts.
THREE CENTRES OF EXCELLENCE IN ARTIFICIAL INTELLIGENCE:
India’s Finance Minister, Mrs. Nirmala Sitharaman, with a vision of ‘Make AI for India’ and ‘Make AI work for India, ’ announced during the presentation of Union Budget 2023 that the Indian Government is planning to set up three ‘Centre of Excellence’ for Artificial Intelligence in top Educational Institutions to revolutionise fields such as health, agriculture, etc.
Under the ‘Amirt Kaal,’ i.e., the budget of 2023 is a stepping stone by the government to have a technology-driven knowledge-based economy and the seven priorities that have been set up by the government called ‘Saptarishi’ such as inclusive development, reaching the last mile, infrastructure investment, unleashing potential, green growth, youth power, and financial sector will guide the nation in this endeavor along with leading industry players that will partner in conducting interdisciplinary research, developing cutting edge applications and scalable problem solutions in such areas.
The government has already formed the roadmap for AI in the nation through MeitY, NASSCOM, and DRDO, indicating that the government has already started this AI revolution. For AI-related research and development, the Centre for Artificial Intelligence and Robotics (CAIR) has already been formed, and biometric identification, facial recognition, criminal investigation, crowd and traffic management, agriculture, healthcare, education, and other applications of AI are currently being used.
Even a task force on artificial intelligence (AI) was established on August 24, 2017. The government had promised to set up Centers of Excellence (CoEs) for research, education, and skill development in robotics, artificial intelligence (AI), digital manufacturing, big data analytics, quantum communication, and the Internet of Things (IoT) and by announcing the same in the current Union budget has planned to fulfill the same.
The government has also announced the development of 100 labs in engineering institutions for developing applications using 5G services that will collaborate with various authorities, regulators, banks, and other businesses.
Developing such labs aims to create new business models and employment opportunities. Among others, it will also create smart classrooms, precision farming, intelligent transport systems, and healthcare applications, as well as new pedagogy, curriculum, continual professional development dipstick survey, and ICT implementation will be introduced for training the teachers.
POSSIBLE ROLES OF AI:
The use of AI in top educational institutions will help students to learn at their own pace, using AI algorithms providing customised feedback and recommendations based on their performance, as it can also help students identify their strengths and weaknesses, allowing them to focus their study efforts more effectively and efficiently and will help train students in AI and make the country future-ready.
The main area of AI in healthcare, agriculture, and sustainable cities would be researching and developing practical AI applications in these sectors. In healthcare, AI can be effective by helping medical professionals diagnose diseases faster and more accurately by analysing medical images and patient data. It can also be used to identify the most effective treatments for specific patients based on their genetic and medical history.
Artificial Intelligence (AI) has the potential to revolutionise the agriculture industry by improving yields, reducing costs, and increasing efficiency. AI algorithms can collect and analyse data on soil moisture, crop health, and weather patterns to optimise crop management practices, improve yields and the health and well-being of livestock, predict potential health issues, and increase productivity. These algorithms can identify and target weeds and pests, reducing the need for harmful chemicals and increasing sustainability.
ROLE OF AI IN CYBERSPACE:
Artificial Intelligence (AI) plays a crucial role in cyberspace. AI technology can enhance security in cyberspace, prevent cyber-attacks, detect and respond to security threats, and improve overall cybersecurity. Some of the specific applications of AI in cyberspace include:
- Intrusion Detection: AI-powered systems can analyse large amounts of data and detect signs of potential cyber-attacks.
- Threat Analysis: AI algorithms can help identify patterns of behaviour that may indicate a potential threat and then take appropriate action.
- Fraud Detection: AI can identify and prevent fraudulent activities, such as identity theft and phishing, by analysing large amounts of data and detecting unusual behaviour patterns.
- Network Security: AI can monitor and secure networks against potential cyber-attacks by detecting and blocking malicious traffic.
- Data Security: AI can be used to protect sensitive data and ensure that it is only accessible to authorised personnel.
CONCLUSION:
Introducing AI in top educational institutions and partnering it with leading industries will prove to be a stepping stone to revolutionise the development of the country, as Artificial Intelligence (AI) has the potential to play a significant role in the development of a country by improving various sectors and addressing societal challenges. Overall, we hope to see an increase in efficiency and productivity across various industries, leading to increased economic growth and job creation, improved delivery of healthcare services by increasing access to care and, improving patient outcomes, making education more accessible and effective as AI has the potential to improve various sectors of a country and contribute to its overall development and progress. However, it’s important to ensure that AI is developed and used ethically, considering its potential consequences and impact on society.
