支付宝推首个反欺诈AI客服
据内地传媒报道,支付宝「叫醒热线」宣布升级152防骗套餐,正式推出首个反欺诈AI客服,当用户遭遇诈骗风险时,支付宝不仅会阻止交易,还会通过AI客服主动打电话给用户,揭示骗局风险。目前这一项服务已试运行半年,其中刷单类骗局劝阻成功率高达90%。
去年7月支付宝就推出「叫醒热线」,人工客服会主动致电用户,阻止有较高风险的交易,防止消费者在其他渠道被骗。上线以来,被骗不听劝的人群从六成降到三成。如今,「叫醒热线」引入AI机器人客服,覆盖更多风险用户。
支付宝安全实验室表示,通过对各类骗术的深入分析和引入人工客服沟通技巧,反欺诈AI客服比传统智能语音更具人情味,不仅能够主动发起与被骗用户的对话,还可以根据用户情绪选择不同话术完成劝阻任务。同时,反欺诈机器人还可以对时下多发的诈骗案例进行分析和学习,完善案例库。(el/) ~
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