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支付寶推首個反欺詐AI客服
阿思達克 09-17 15:09
據內地傳媒報道,支付寶「叫醒熱線」宣佈升級152防騙套餐,正式推出首個反欺詐AI客服,當用戶遭遇詐騙風險時,支付寶不僅會阻止交易,還會通過AI客服主動打電話給用戶,揭示騙局風險。目前這一項服務已試運行半年,其中刷單類騙局勸阻成功率高達90%。

去年7月支付寶就推出「叫醒熱線」,人工客服會主動致電用戶,阻止有較高風險的交易,防止消費者在其他渠道被騙。上線以來,被騙不聽勸的人群從六成降到三成。如今,「叫醒熱線」引入AI機器人客服,覆蓋更多風險用戶。

支付寶安全實驗室表示,通過對各類騙術的深入分析和引入人工客服溝通技巧,反欺詐AI客服比傳統智能語音更具人情味,不僅能夠主動發起與被騙用戶的對話,還可以根據用戶情緒選擇不同話術完成勸阻任務。同時,反欺詐機器人還可以對時下多發的詐騙案例進行分析和學習,完善案例庫。(el/) ~

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