Australia's biggest bank is using artificial intelligence to field calls from scammers. They're beating them at their own game, trying to fool them for as long as possible, so they have less time...
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I've never rang commonwealth but the way phone services go with everything else the A.I would probably do a top notch job as long as some social engineer/hacker doesn't go crazy and fool the A.I into amending their account balance to millions.
Had an experience with good ol' Centrelink/Services Australia a few weeks ago. My father had me come and help his uncle sort out something over the phone and holy sht. Words cannot describe who hard it was to get to someone to talk to. First round we entered his CRN, then said what we wanted, the robot operator assumed we said and wanted to do something unrelated, all because of 1 single word in the phrase. It then proceeded to tell us we can do this and this and that and that all over the my.gov.au services app then hung up.
Round 2 same thing then said something like it didn't understand would we like a new enquiry or operator we said operator and it then said, "Sorry all our operators are busy, try again later"
Tried to ring back immediatley and no go, just hung up. We got smart and rang off a different phone to see if it would ring and while they were messing around I put my great uncles phone number on private and rang and yep it go through, so they went on with that number, same thing hung up on because operators were busy.
Attempt number 3 we got to the part were we describe what we wanted and it did the usual new enquiry or operator i said new enquiry instread of just asking for an operator where it would usually hang up. Anyway, I said the exact same thing first time around and then hooooley doooley we got hold music and an estimated 40 minute wait. They ended up getting through and sorting out the menial thing that needed to be sorted out but if it wasn't sorted out he'd have been reamed a new one from Centrelink.
I'll be honest, I fully believe, 100% this system is designed to dissaued people to not try and contact them, imagine someone not well versed in technology or new age government red tape. How would they figure out that they can only ring once, make sure they say the enquiry is vague enough the robot doesn't assume it can be done over the internet then put a phone number on private or use another phone for a second chance and make sure they ask for a new enquiry.
Can't imagine the B/S for someone applying for a Disability Pension or even Job Seeker
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