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New security process?

 

Dan Manville
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Mental health, Wolverhampton CC Welfare Rights

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The Vivaldi “helpline” just asked me for the client’s NINo and last 4 digits of their account number!

New hurdles, argggghhh!

     
Peter Turville
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Welfare Rights Worker, Oxford Community Work Agency

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Dan Manville - 23 May 2018 10:10 AM

The Vivaldi “helpline” just asked me for the client’s NINo and last 4 digits of their account number!

New hurdles, argggghhh!

How have you managed to avoid this for so long Dan?

“That’s a security question for the claimant, you need to ask me the implicit consent security questions for reps” (optional - “look at the implicit consent wheel”).
“These are the questions we have to ask”
“Can I suggest you have identified a training issue. Please consult DWPs published guidance on working with reps. I can give your the link to Gov.UK”
[option 1] call is ended by helpline.
[option 2] ask to speak to supervisor (sometimes refused, sometimes progress made).
Sometimes even get an answer to the enquiry!!

And that’s after 30+ mins of listening to Vivaldi before the above sketch begins. Sigh!

     
SamW
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Lambeth Every Pound Counts

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I think what Dan may be getting at is that the voice recognition software that normally asks you what you are calling about asked him for NINO and account numbers which is new. I was just asked by the software for the former but not the latter.

     
Dan Manville
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Mental health, Wolverhampton CC Welfare Rights

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SamW - 23 May 2018 04:27 PM

I think what Dan may be getting at is that the voice recognition software that normally asks you what you are calling about asked him for NINO and account numbers which is new. I was just asked by the software for the former but not the latter.

Yep

     
Mike Hughes
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Senior Welfare Rights Officer (Take-Up), Salford WRS.

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So the threat from artificial intelligence is real enough for benefit claimants and their representatives then!

I just need to set one up on my work phone now smile

     
Mike Hughes
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So the threat from artificial intelligence is real enough for benefit claimants and their representatives then!

I just need to set one up on my work phone now :)

“PPI you say. Can I ask you some questions about that…”

     
Pete at CAB
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Childrens Centre Adviser, CAB, Camborne

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Dan Manville - 24 May 2018 09:35 AM
SamW - 23 May 2018 04:27 PM

I think what Dan may be getting at is that the voice recognition software that normally asks you what you are calling about asked him for NINO and account numbers which is new. I was just asked by the software for the former but not the latter.

Yep

In the past I’ve had some (unintended) success by saying something that the software can’t recognise. It tried a couple of alternatives then gave up and put me through to an actual person.

I don’t know if this is still the case but I can’t help but wonder how it would respond if you just quoted Wordsworth to it -  “you want to talk about daffodils, is that right?”

I

     
Mike Hughes
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Senior Welfare Rights Officer (Take-Up), Salford WRS.

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Pete at CAB - 25 May 2018 10:12 AM
Dan Manville - 24 May 2018 09:35 AM
SamW - 23 May 2018 04:27 PM

I think what Dan may be getting at is that the voice recognition software that normally asks you what you are calling about asked him for NINO and account numbers which is new. I was just asked by the software for the former but not the latter.

Yep

In the past I’ve had some (unintended) success by saying something that the software can’t recognise. It tried a couple of alternatives then gave up and put me through to an actual person.

I don’t know if this is still the case but I can’t help but wonder how it would respond if you just quoted Wordsworth to it -  “you want to talk about daffodils, is that right?”

I

Hmm.

https://www.theregister.co.uk/2018/05/24/alexa_recording_couple/

     
Elliot Kent
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Phone today:

Computer: What’s your national insurance number?

Me: *client’s NI number*

Computer: What’s your phone number?

Me: *client’s phone number*

Computer: What’s your bank’s sort code?

Me: I don’t know.

Computer: I NEED TO KNOW YOUR BANK’S SORT CODE!

Me: I don’t know

*Vivaldi*

Operator: What’s your client’s NI number?