Artificial Intelligence in Google Search May Direct Users to Fraudulent Customer Support Lines
In the digital age, artificial intelligence (AI) has made many tasks easier and more efficient. However, as with any new technology, there are risks that come with it. One such risk is the potential for AI-generated search results to pose a significant threat when finding legitimate helpline numbers.
Scammers have found a way to manipulate AI systems, displaying fake, fraudulent phone numbers that appear authoritative. These numbers can lead users into financial scams, where victims unknowingly share sensitive information such as credit card details with criminals impersonating customer support representatives.
One of the key risks is that AI search tools often provide a single, authoritative-seeming answer rather than multiple options for verification, increasing trust in the fraudulent number and reducing user skepticism. Scammers exploit this trust by injecting fake customer service numbers into AI responses for well-known companies, often using accurate terminology to appear genuine.
Victims, even cautious ones, have been tricked into calling these numbers, resulting in financial loss and credit card fraud. Agentic AI browsers that automate online tasks can also be manipulated to engage with phishing pages and scams without the user’s awareness, further increasing vulnerability.
The economic incentive for criminals is growing as AI-generated content and recommendations have higher conversion rates and exploit the high trust users place in AI recommendations (trusted 73% more than traditional search results).
To avoid falling victim to these scams, experts advise against relying solely on AI-generated search results for helpline or customer service numbers. Instead, users should manually verify contact information by visiting the official company website directly. Traditional search engines without AI-powered quick answers or adding terms such as “–AI” to Google searches to exclude AI-powered results can also help.
Be wary of any number not listed on official sources, especially if the caller requests sensitive financial or personal information early in the conversation. Cross-checking phone numbers via official apps, verified social media accounts, or known trusted directories is also recommended.
Companies like Google and OpenAI are aware of these risks and are working to improve systems to reduce fake number displays. However, vigilance is necessary. The advent of AI tools like AI Overviews and Google AI Mode has increased the risks associated with this issue.
Recent cases have shown that scammers have been found to flood user-generated content sites and forums with fake phone numbers for major businesses. Hackers can even write a command that Gemini includes a phony tech-support contact number in its summary response.
A 65-year-old man lost over three thousand dollars after looking up "Swiggy call centre" on Google Search, while a similar fake support number was attached to Southwest Airlines, charging hundreds of dollars for fixing misspelled names on tickets.
In light of these concerns, the best advice for an average internet user is to visit the official website of a company to find customer support helpline numbers and email addresses. Alex Rivlin, the owner of a real estate firm, shared a public service announcement about the potential risks of AI-generated results and spoofed numbers after losing his credit card details to a scammer found in the Google AI Overviews section.
Lily Ray, Vice President of SEO Strategy & Research at Amsive, has highlighted this issue on LinkedIn, emphasizing the need for users to be cautious when relying on AI for sensitive information. As AI continues to evolve, it is essential for users to stay informed and practice vigilance to protect themselves from potential scams.
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