Recording calls “not an option” .. and we fear “deep counterfeiting” for voices

Customers considered the registration of banks and service institutions for telephone calls when communicating with the customer service, as part of the compliance procedures, as it does not allow the option to refuse or accept the registration, except to inform that “this call is registered for training purposes.”

They emphasized that the customer has the right to accept or refuse to register phone calls when communicating with the customer service, not to be imposed on him.

And they expressed, “Emirates Today”, their concern about the dangers of leaking voice calls, in light of the current technical development, piracy attacks, and “deep counterfeiting” of sounds using artificial intelligence, which means the possibility of exploiting these voice calls for illegal purposes.

For their part, laws told «Emirates Today» that registration of calls without the recipient’s knowledge is contrary to the law, but his media to register the call and its continuation of it is implicit approval of it to register, and thus the institutions give up their legal responsibility.

They emphasized that the recording of calls is similar to “launching transactions”, as it does not give room to reject the call, but at the same time comes within a process that is pre -known to the customers.

They explained that the institutions record calls for the purposes of development and training, pointing out that the refusal of the customer or the recipient of the registration, means disrupting the transaction procedure, and waiting until he visits the institution or bank’s headquarters to complete the transaction.

They stressed that the confidentiality of customer data and not leaking or exposed to the risks of “deep counterfeiting” is a complete responsibility that rests with the institutions that take over the registration process.

In turn, a technical expert stressed that the use of artificial intelligence techniques to use and falsify the records of individuals ’sounds, which are corresponding to artificial intelligence mechanisms that have the ability to know the true sounds of imitation.

They explained that falsifying the leaked voices of calls is one of the matters contained at the global levels in general, but the institutions use to meet this by increasing spending on the development of protection and electronic security systems.

Service institutions

In detail, the customer, Mohamed Abdel Hamid, said that “many banks and service institutions are working to record calls, especially when communicating with customer service, and does not allow customers to reject or accept options for the registration process, which makes them to be subjugated”, pointing out that “calls are vulnerable to leakage and deep counterfeiting of sounds in light of the high risk of cybersecurity throughout the world.”

The customer, Ali Ibrahim, added that “the customers are supposed to have the right to accept or reject the registration of calls, when communicating with customer service in banks or service institutions, especially in light of the fear of the dangers of deep counterfeiting of sounds in the event of calling calls.”

The customer, Youssef Hassan, explained that “recording calls is one of the transactions of submission to service institutions and banks, and it involves the possibilities of the risk of leaking calls and the secret of customer data or deep falsification of sounds.”

Evacuation

The legal advisor, Wael Ahmed, said, “The registration of calls without the knowledge of the customer is contrary to the law, but the customer informs the registration process for the call and its continuation of it, is considered an implicit approval of it to register, and thus the institutions abandon their legal responsibility for the registration that becomes a common transaction between the two parties.”

He explained that «call registration procedures are more like compliance transactions, as they do not give room to reject the call, but at the same time they come within a process that is pre -known to dealers by dealing with those institutions that in turn are fully responsible for maintaining the confidentiality of the data of those recordings, and these calls can only be used for the purposes announced for training and development.

Media dealers

For his part, the legal advisor, Mohamed Nagy, pointed out that «institutions resort to informing customers to register calls for the purposes of development and training, and therefore the continuation of the customer in the call, with his knowledge of registration, is approval of these procedures, even if the dealers did not give an opportunity to refuse or not, especially since the refusal means disrupting the transaction procedure, and waiting for periods until going to the institution’s headquarters or the bank, in order to avoid To accomplish it over the phone. ”

He stressed that «maintaining the confidentiality of the data of customers with calls, and not leaking or exposing them to the dangers of (deep counterfeiting) is a complete responsibility for those institutions and banks that take over the registration process, but it must initially prove that the process of leakage of calls was carried out through these institutions, which is difficult to prove», indicating that “the laws in the state preserve the rights of customers and also protect the rights of institutions, and thus allow through their legislation to preserve the confidentiality of data Customer customers by calls according to specific systems.

Nagy pointed out that «any customer who does not prefer dealing through registered calls, can refer to customer service centers in banks and institutions in their locations, but of course it takes longer to complete the transaction, and some transactions may be made only through phone calls with banks and institutions.

Record calls

The legal advisor, Mohamed Maher, said that “the continuation of the calls in calls with their knowledge of their registration comes as an approval of that procedure, unlike if the registration is without permission, then it is illegal, and is subject to the penalties imposed in accordance with the law,” considering that “registration of calls in institutions allows protection for dealers in many cases, especially in the transactions that may need to refer to the approvals of customers before implementing them.”

Followed

The banking expert, Awatif Al -Harmoudi, explained that “the registration of calls is a custom in the different banks or institutions or even hospitals”, pointing out that “the registration of calls allows the protection and preservation of the rights of both parties in different transactions, especially those that may need to be clarified or disagreed with, so these calls are based to clarify the rights of customers or institutions through these calls.”

She added that «institutions and banks is keen before registering to inform the dealers with the registration process for the call, which all the data registered in it are protected, according to the customs customer between banks and institutions.

Technical mechanisms

“The processes of using artificial intelligence techniques to use individuals’ voices records and falsify them through (Deep VIC) technology, which is corresponding to the use of technical intelligence mechanisms, has the ability to know the true sounds of imitation using (deep counterfeiting), and to differentiate between them using these technical systems,” said Rashid Bani Hani.

He explained that «institutions that deal with registration systems of calls related to customer service, usually operate according to strong systems for cybersecurity to counter electronic attacks, especially since those institutions, a number of which work in financial sectors, are primarily interested in preserving data related to financial transactions, and thus operate according to advanced systems in electronic security.

The technology expert and digital payments systems, Mahmoud Ismail, pointed out that «falsifying the leaked voices of calls, using technical mechanisms with artificial intelligence, which is called (Deeb Vic or deep forgery), is one of the matters contained at the global levels in general, but institutions use, to face this, by increasing spending on the development of protection and electronic security systems that allows the preservation of customer data and voice calls from any operations Leak or breakthroughs.

He added, “The more e -attacks develop, the higher the technical mechanisms of protection and the increase in spending on them in the face of any attempts to penetrate and prevent data leakage, which is based on many digital payment systems in various parts of the world.”

Technical expert:

. Falsifying the leaked sounds of calls on global levels, and there are techniques that have the ability to differentiate between real and fake sound.