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The software aims to prevent ‘vishing’, where fraudsters attempt to collect personal data over the phone
Since its launch in May 2024, BT’s Enhanced Call Protect service has blocked over 2.4 million scam calls and flagged 17.7 million spam calls to landlines, the company has announced.
The service is part of BT’s Digital Voice platform, which uses AI powered tools to identify and block malicious calls.
Developed in partnership with Hiya, Enhanced Call Protect uses machine learning to improve scam detection with every call. When a potential spam call is detected, customers receive a warning on their phone, allowing them to either reject or accept the call. Known scam calls are automatically diverted to the customer’s junk voicemail, shielding users from potential fraud.
According to Hiya, UK residents received an average of three spam calls per month in the first half of 2024, with 28% of all unknown calls flagged as spam. This works out at approximately 195 million spam calls each month.
Currently, 2.5 million BT customers use the service, a number set to double as more people switch to Digital Voice. BT expects to block more than 1.5 million scam calls monthly as the rollout continues.
“Our top priority is ensuring our customers feel secure and confident when using our services. This new Hiya technology is now integrated with Digital Voice and is proving to be incredibly effective at stopping scam calls. We remain committed to protecting customers during the switch to digital landlines,” said Lucy Baker MBE, BT Consumer’s All-IP Director in a press release.
“It’s great to see that our technology has successfully blocked fraud and spam calls, which will in turn give customers the confidence to answer their phones and engage in meaningful conversations without the interruption of unwanted disturbances,” Hiya CEO Alex Algard added.
The rollout of Digital Voice is part of BT’s nationwide transition from analogue to digital landlines, aimed at modernising the UK’s telecoms infrastructure.
BT has visited 340 towns and cities as part of the upgrade, reaching 30% of the UK’s urban areas.
The company faced significant backlash for rushing the replacement of analogue landlines with digital ones last year, primarily due to the negative impact on vulnerable customers who rely on telecare devices, which stopped working during the transition. The rapid switch also posed risks during power outages, particularly in rural areas, potentially leaving people without access to essential services. Campaign groups criticised BT for not implementing adequate safeguards, such as effective battery backup units and hybrid phones, to protect these customers. Additionally, many older individuals found the transition confusing, raising concerns about the cost and understanding of new equipment. In response to these issues, BT delayed the full transition to digital services until January 2027 to ensure a smoother and safer switch for all customers.
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