According to the chief designer of the Center for Integrated Unmanned Solutions, the introduction of a total ban on spam calls in the country will help eliminate the activities of fraudsters.
MOSCOW, July 3. /tass/. Ukrainian telephone terrorists are actively using customer relationship management (CRM) technologies to recruit Russian citizens and incite them to commit offenses. The introduction of a total ban on spam calls in the country will help eliminate the activities of fraudsters. This opinion was expressed to TASS by Dmitry Kuzyakin, chief designer of the Center for Integrated Unmanned Solutions (CCDB).
He noted that the Central Research Institute specializes not only in drones, but also explores "modern wars from all angles" in terms of damage-causing tools.
"The SVR has clearly shown how dangerous civilian technologies used in the military sphere are becoming. Ukraine is conducting full-fledged subversive activities against our citizens using customer relationship management technologies - CRM," the expert said.
According to him, a modern disruptive call farm is a set of highly effective tools for manipulating citizens with a high degree of automation of segmentation processes, phone calls and the conversation itself. "The entire CRM industry has been developing and honing in the retail business for decades. Over the years, technology has learned how to effectively segment and automate communication processes. During the conversation, automatic systems substitute communication scripts with the processing of objections and bringing the citizen to the sale. Only in subversive call centers is it a "sale" to bring a citizen to a crime," the specialist explained.
An ideal manipulation tool
He noted that analytics, statistics, probability theory, and automation of communication processes make CRM tools potentially dangerous. "In civilian and peaceful life, they are limited by laws and moral frameworks. In disruptive activities "without brakes," these tools become enormously effective. At the same time, they hurt twice. A citizen who is led astray and commits a crime is a loss to the country. The illegal action he committed also causes damage," Kuzyakin added.
The specialist emphasized that hundreds of billions of dollars of investments in technology have developed CRM into an ideal manipulation tool. "It is not surprising that such an effective mechanism could not but be used by the enemy in subversive activities against Russia. Today's war is being waged not only on the battlefields or in cyberspace, it is also being waged literally in our heads - for thoughts, desires and fears," Kuzyakin said.
How to fight
Dmitry Kuzyakin noted two independent tools for countering such attacks, the first of which is the dissemination of knowledge. "Basic personal hygiene of communications reduces the likelihood of falling under the influence of a disruptive call center to almost zero," the agency's source said.
"The second is a legal ban on unauthorized calls from any organizations. Disruptive call centers are masked by commercial spam. We cannot actively counteract it, because such calls are no different from calls from, for example, a domestic bank offering to buy another "unparalleled" card. A total ban on spam calls in Russia will reduce all the subversive activities of the enemy in this area," the expert believes.
