AT&T Launches AI-Powered Digital Receptionist to Combat Spam Calls

AT&T has introduced a new opt-in AI-powered tool dubbed the “digital receptionist,” designed to protect customers from spam and fraudulent calls. This innovative system, currently being tested with select users throughout 2023, leverages extensive data and expertise on spam operations to enhance call security.

The AI-driven tool functions by automatically answering incoming calls from unknown numbers. Utilizing multiple large language models (LLMs), the agent processes the caller’s speech to generate appropriate responses. For instance, it may ask, “Who may I say is calling?” or “What is this in regard to?” By assessing the caller’s identity and intent, the AI can determine whether to proceed with the conversation or terminate the call if it detects suspicious behavior.

How the Digital Receptionist Works

This digital receptionist bears similarities to Google’s Call Screen feature found on Pixel devices, which uses the Google Assistant to filter unknown calls. However, AT&T’s system is unique as it operates directly from the network rather than relying on individual devices. This means that customers will not need to download any applications, and the service will not drain their phone’s battery. Its network-based functionality also allows it to work even when cellular service is unavailable.

As part of the service, users receive a live transcript of the AI’s interaction with the caller, enabling them to decide whether to intervene at any point during the conversation. Additionally, customers can create a “Do Not Screen” list for trusted contacts, such as family members or healthcare providers, ensuring their calls bypass the digital receptionist.

Future Capabilities and Customer Convenience

Looking ahead, AT&T envisions expanding the capabilities of its digital receptionist. Future enhancements may enable the AI to autonomously make reservations at restaurants or book hotel accommodations on behalf of users. This could significantly streamline everyday tasks and improve customer convenience.

For users who may miss important calls while engaged in other activities, the digital receptionist can manage these conversations on their behalf. For example, if a customer receives a critical call about a package delivery during a meeting, they can continue to communicate with the AI through text prompts without needing to take the call directly.

AT&T’s new digital receptionist represents a significant step forward in the telecommunications industry, offering customers a modern solution to the persistent problem of spam and fraudulent calls. As the technology evolves, it promises to enhance user experience while safeguarding personal communications.