Hyderabad: To enhance effectiveness of cyber crime helpline 1930 during the golden hour (where chances of recovering money is high), the Telangana State Cyber Security Bureau (TGCSB) has introduced a new feature – Complaint Chatbot – to reduce wait time. The current 1930 call wait time in Telangana is 5-6 minutes and the AI chatbot is expected to reduce it to 2-3 minutes.This AI chatbot will collect victims’ personal and crime details in non-high priority categories, allowing call centre staff more time to handle high-priority cases and freeze maximum money before it reaches fraudsters’ pockets. In the new system, which went live on Tuesday evening, when a victim dials 1930 in Telangana, the IVR prompts for language selection and then provides four options – 1, for reporting loss of money; 2, for complaints without monetary loss; 3, for complaint status; and 4, for grievances.Users who opt for case status and grievances will not be directly connected to the operator. Instead, they will receive an SMS with a weblink to the complaint chatbot page to fill in their personal and case details. Even non-financial or non-monetary loss complaints, such as online harassment, can be directed by 1930 operators to the chatbot during the call after an initial assessment. Victims whose calls go unanswered due to excess load will also receive an SMS with a chatbot link. Users of the chatbot can attach transaction proof, like screenshots of fraudulent transactions, and upload it on the chatbot. The user will get instant confirmation about their complaint with a trackable reference number.The call centre staff are now equipped with Cyber Computer Aided Dispatch (CAD), TGCSB’s machine learning-powered complaint dispatch system. This enables staff with an interface to handle calls, register complaints, update case status, and redress grievances, while simultaneously being able to see caller details.“The aim is to keep 1930 call centre operatives free to answer calls of victims who lost their money just a while ago so that they can collect details and initiate communication with bankers or e-wallet operators to freeze the amount before the fraudsters pocket it,” ACB SV Hari Krishna said.The chances of recovery fall drastically as the time gap between money transaction with fraudsters and police complaint increases, officials said. The chatbot can also be directly accessed at the bottom right corner of the TGCSB website: https://tgcsb.tspolice.gov.in/ from Wednesday. Here, the victim’s personal and crime details are collected through the AI chatbot, and cyber crime complaints get registered. The user receives details of complaint registration acknowledgement, and the details will be passed onto the 1930 call centre for further processing.Hyderabad: To enhance effectiveness of cyber crime helpline 1930 during the golden hour (where chances of recovering money is high), the Telangana State Cyber Security Bureau (TGCSB) has introduced a new feature – Complaint Chatbot – to reduce wait time. The current 1930 call wait time in Telangana is 5-6 minutes and the AI chatbot is expected to reduce it to 2-3 minutes.This AI chatbot will collect victims’ personal and crime details in non-high priority categories, allowing call centre staff more time to handle high-priority cases and freeze maximum money before it reaches fraudsters’ pockets. In the new system, which went live on Tuesday evening, when a victim dials 1930 in Telangana, the IVR prompts for language selection and then provides four options – 1, for reporting loss of money; 2, for complaints without monetary loss; 3, for complaint status; and 4, for grievances.Users who opt for case status and grievances will not be directly connected to the operator. Instead, they will receive an SMS with a weblink to the complaint chatbot page to fill in their personal and case details. Even non-financial or non-monetary loss complaints, such as online harassment, can be directed by 1930 operators to the chatbot during the call after an initial assessment. Victims whose calls go unanswered due to excess load will also receive an SMS with a chatbot link. Users of the chatbot can attach transaction proof, like screenshots of fraudulent transactions, and upload it on the chatbot. The user will get instant confirmation about their complaint with a trackable reference number.The call centre staff are now equipped with Cyber Computer Aided Dispatch (CAD), TGCSB’s machine learning-powered complaint dispatch system. This enables staff with an interface to handle calls, register complaints, update case status, and redress grievances, while simultaneously being able to see caller details.“The aim is to keep 1930 call centre operatives free to answer calls of victims who lost their money just a while ago so that they can collect details and initiate communication with bankers or e-wallet operators to freeze the amount before the fraudsters pocket it,” ACB SV Hari Krishna said.The chances of recovery fall drastically as the time gap between money transaction with fraudsters and police complaint increases, officials said. The chatbot can also be directly accessed at the bottom right corner of the TGCSB website: https://tgcsb.tspolice.gov.in/ from Wednesday. Here, the victim’s personal and crime details are collected through the AI chatbot, and cyber crime complaints get registered. The user receives details of complaint registration acknowledgement, and the details will be passed onto the 1930 call centre for further processing.
