For older adults, the risk of falling victim to scams or fraud is a significant concern. Criminals frequently target seniors, capitalizing on their trusting nature and possibly exploiting feelings of isolation or cognitive decline. The repercussions can be both financially and emotionally catastrophic. According to Age UK, individuals who are defrauded via phone in their homes are a shocking 2.5 times more likely to die prematurely or require long-term residential care within a year. With the evidence of telephone scams rising annually, safeguarding vulnerable members of our society has become essential.
This is where Phonely steps in. With an in-house technology team, this forward-thinking telecom company is leading the charge in utilizing digital voice and VoIP to protect our loved ones from relentless telephone scammers. The core mission of Phonely is to restore safety to telephone calls, enabling the older generation to stay connected without fearing scams.
“It’s heartbreaking to witness the reports in the media about elderly and vulnerable individuals being scammed and losing their life savings,” expressed Bryn Thompson, Phonely’s Marketing Director. “With many of our staff’s family members having fallen victim to telephone crimes, we united as a company and resolved to develop a system to thwart such reprehensible actions. Consequently, we have established robust defenses for our users through the combination of intelligent AI monitoring and swift human intervention.”
Advanced keyword and voice analysis stand out as one of Phonely’s strongest attributes. The AI reviews all calls, listening for terms and phrases typically employed by scammers – including banking, password, deposit, and hundreds of other identified triggers. Upon detection of any such phrases, the system notifies the pre-selected trusted person through the Phonely mobile app. This is where both technology and human support complement each other seamlessly.
“It’s like having a virtual security guardian monitoring your loved one’s calls,” Thompson clarified.
In addition to receiving notifications for keywords, a trusted person can also be instantly informed if their loved one answers a withheld or international call, or if they remain on the phone for an unusually extended period. Once alerted, the trusted person can take proactive steps to offer assistance during an active call.
“We’ve made it extremely simple for loved ones to provide immediate help if necessary,” stated Thompson. “Our live call join feature allows your trusted person to enter a call right away, enabling them to firmly but safely disengage any scammer and help their family member exit the situation.”
Experiencing fear while using a telephone can be isolating. Phonely guarantees that no senior has to experience that confinement. This feature doesn’t solely rely on alerts. If a Phonely customer recognizes the need for assistance, they can dial #9 to invite their trusted person to the call. By enabling remote support from a trusted individual, Phonely ensures that no senior has to feel powerless against deception occurring in real time.
“The live call join feature has potential applications beyond just scam protection. Sometimes, older adults may require assistance when discussing an account over the phone, such as with a utility provider. If they feel uncertain, they can invite their trusted person to help them navigate the conversation,” adds Thompson.
How Phonely’s CallGuard effectively blocks scammers at every opportunity is crucial. Central to Phonely’s protection is its comprehensive CallGuard system, which incorporates the previously mentioned features. Here’s how the technology oversees calls at every stage:
When an incoming call is received, CallGuard automatically verifies the caller’s number against a vast database of known scammers. If it’s recognized, the call will be blocked from reaching the user.
If the call is not blocked, the caller first hears an anti-fraud message notifying them that the call is being recorded and monitored for the user’s safety – a warning that likely deters many scammers from trying to commit fraud.
Once the user answers, the call is recorded, and Phonely’s AI assesses the type of number and listens for any of the hundreds of pre-programmed fraud trigger words and phrases. If the number is withheld or international, an immediate alert is sent to the trusted person. If the user remains on the call beyond the preset time limit, the trusted person will be notified. After the conversation, the trusted person will receive a notification if any keywords were mentioned during the call.
During any live call, the user can invite their trusted person to join simply by pressing “#9.” Alternatively, a trusted person can take the initiative to join if alerts suggest ongoing fraud attempts.
Thompson elaborated, “When a trusted person enters a call, there will be an announcement of that fact on the line. This alone should deter potential scammers and encourage them to hang up.” Following the end of calls, complete recordings and transcripts will be accessible for a trusted person to examine any concerns.
Restoring trust in communication
By combining cutting-edge technology with immediate human support, Phonely has developed a robust multi-layered defense against the flood of phone scams frequently aimed at older adults. However, in addition to providing financial security, Phonely’s technology reinstates something even more fundamental – the ability for vulnerable individuals to communicate freely without debilitating fear.
“Feeling unsafe when using your own phone can be extremely isolating,” Thompson highlighted. “Phonely guarantees that no senior has to exist in that confinement. With our intelligent defensive technology and reliable human support network, they can use their phone confidently without the concern of being taken advantage of.”
As the digital voice revolution renders landlines obsolete, innovative safeguards like Phonely’s CallGuard system will be essential for seniors to remain genuinely connected to the world without compromising their safety. By enabling secure, confident telecommunication, Phonely liberates older adults from the incessant scam callers who have victimized them for too long.
Older adults are especially susceptible to subscription scams and aggressive technology sales. Here’s how to assist your family in acquiring the services and devices they require.
So how can we support our elderly and at-risk individuals, who are often targets of scams and unethical business practices? I had a conversation with Genevieve Waterman from the National Council on Aging (NCOA), an expert in financial education for older adults. She quickly pointed out that assertive salespeople frequently utilize similar methods as scammers, creating a fabricated sense of urgency to secure a signature or sale.
To begin assisting your loved ones, you may need to navigate some sensitive conversational territory. Some individuals may find it challenging to accept help, prefer to keep their financial matters private, or feel patronized by advice. Start by making it clear that they can seek your help if they wish, but be cautious not to sound judgmental if they decide to confide in you. Establishing an open dialogue about these topics can simplify matters in the future. It is most effective when it’s reciprocal, so share your concerns and seek advice, not just dispense it. After all, it’s not only older individuals who fall victim to scams.
For those without family support, there are over 11,000 senior centers throughout the United States that can offer various assistance, including educational resources on digital skills. Local libraries also serve as excellent venues to discover digital literacy courses. The NCOA provides a wealth of valuable information on how to dodge text message scams, identify fraudulent tech support, or steer clear of phishing scams. The Better Business Bureau has a scam tracking tool where you can report suspected fraud and review known scams.
There are a few straightforward guidelines that Waterman suggests can significantly reduce the chances of becoming a scam victim or being deceived:
- Avoid clicking on links in text messages or emails. You can always reach out to companies independently to confirm that a communication is genuine.
- Never disclose personal information, particularly your Social Security number. If it’s not necessary, refrain from sharing it.
- Urgency is a warning sign. Whether it’s a scammer impersonating your grandchild requesting money or an aggressive salesperson, take a moment to pause and reflect before making a decision.
In certain situations, it is important to address estate planning. This NCOA resource clarifies the distinctions between a living trust and a will. The unfortunate reality is that trying to formulate a plan after a relative has been diagnosed with dementia or is undergoing intensive treatment for a life-threatening disease can be exceedingly challenging. Knowing the appropriate steps to take following someone’s death can be overwhelming. We have a guide on drafting a living will, and post-loss technology to assist the bereaved is gaining popularity.
Financial Health Assessments
Beyond preventing fraud, it is crucial to periodically evaluate your financial situation. Subscriptions can accumulate, and many may no longer be worth maintaining. Waterman recommends conducting a financial review every six months to a year. Many companies raise prices for long-standing customers while offering attractive discounts for new clients. This is particularly prevalent in the insurance sector.
Utilizing a comparison website or conducting online research followed by a phone call can often result in significant savings. You may not even need to change providers. You can look up offers from competing providers and then contact your current provider to share the lowest quote you received. They will often provide a discount and occasionally match the quote.
You can flip the situation and take advantage of how challenging it is for certain companies to facilitate cancellations in order to obtain discounted rates. If you threaten to switch your internet, mobile plan, or TV streaming services, retention teams may propose discounts. While this may create more inconvenience than you’re willing to endure, and you must be ready to follow through with your decision to leave, it can result in considerable savings. We offer guidance on how to communicate effectively with customer service to achieve your desired outcome.
If you are making a call on behalf of a family member, try to do it while they are present so they can respond and confirm their identity. At the start of the call, clarify that you are assisting an elderly or vulnerable family member, so the customer service representative understands the situation. Encourage your relatives to use strong passwords and one of the best password managers, as notes written on scraps of paper can easily be misplaced.
We need to acknowledge that some security recommendations can have unintended consequences. I was taken aback to discover that one of my relatives had not installed any updates on his laptop since he purchased it five years ago due to concerns about scams. Unfortunately, this included essential Windows updates and security patches.
A phone call or visit can often resolve concerns and misconceptions. We provide a guide on how to set up a smartphone for elderly family members. Let your relatives know they can reach out to you whenever they are uncertain about anything. Share your experiences, both positive and negative. Discuss scams and questionable deals while also acknowledging the companies that provide excellent service. By collaborating, we can make it significantly more difficult for both scammers and legitimate companies to take advantage of us.
We are currently in a unique phase in human history where those raised with technology, often termed digital natives, have reached adulthood. From Millennials to Gen Z, these digital natives are navigating a world that seems almost alien compared to that of their grandparents. As technology continues to evolve rapidly, the digital divide affecting our older family members is widening significantly.
For those generations who are deeply embedded in and reliant on technology, this digital gap complicates the ability to connect, communicate, and engage with older adults. Additionally, many seniors have a strong skepticism towards technology—and often for good reasons. A lack of foundational knowledge about the increasing complexities of modern technologies places our aging loved ones in a vulnerable situation, and opportunistic individuals are taking advantage of this.
The FBI reports alarming scams that specifically target senior citizens. According to the FBI’s Internet Crime Complaint Center’s 2023 Elder Fraud Report, scams affecting older adults are prevalent and on the rise. Tech and customer support scams are the most frequently reported fraudulent schemes by victims over 60, typically executed by misleading these seniors into granting remote access to their computers under the pretense of providing tech or customer service support.
Another widespread scheme—investment fraud—experienced a 300% increase in monetary losses from 2021 to 2022, primarily driven by the surge in cryptocurrency investment scams, with losses reported skyrocketing by 350%. The devastating impact of these scams on the elderly population is staggering, with over 88,000 victims reporting a total loss of $3.1 billion USD.
AI is exploiting the weaknesses in today’s technologies. The frequency of these scams is on the rise and, with the assistance of artificial intelligence, they are becoming increasingly sophisticated. While older adults being deceived over the phone or online is not a new phenomenon, hackers are now leveraging these channels to deceive even more individuals using AI in malicious ways, making it nearly impossible for even tech-savvy adults to discern scams.
In fact, the aforementioned FBI fraud report reveals that adults aged 30-39 (part of our digital native cohort) experienced the highest number of attacks, but individuals over 60 reported significantly greater financial losses. This information underscores the advanced nature of these scams and highlights the necessity to protect our elderly population from a new wave of fraudulent schemes. To address this, we must delve deeper into the mechanisms behind these scams and explore how technology can be harnessed in innovative ways to securely connect with our older loved ones.
In a special segment on 60 Minutes, an ethical hacker and the CEO of the data protection company Social Proof Security demonstrated to staff how effortless it can be to deceive someone using AI technology. The hacker was not only able to manipulate a phone call to make it appear as if it originated from a colleague, but she also utilized AI to replicate that person’s voice during the call. Many of these frauds rely on information accessible on public websites, including phone numbers, addresses, and relatives’ names.
They then take advantage of this information to persuade the individual on the phone or online that a family member requires assistance in the form of money or confidential information such as passport or license numbers. With applications now available that enable these scammers to align the caller ID with the voice of a friend or family member, these frauds have gained a new level of sophistication, making it possible to dupe nearly anyone. What implications does this have for demographics like older adults who may find it difficult to keep up with the advancing technology risks? Perhaps we could more effectively safeguard our aging loved ones using an unconventional approach—technology itself.
As technology continues to evolve in a more digital landscape, it has become a crucial resource for enhancing services for senior care and improving older adults’ quality of life. Ranging from remote health monitoring to social interaction, technology presents innovative solutions that cater to the specific needs of seniors. However, with the advent of new technology also comes new challenges, prompting professionals to develop new initiatives to assist individuals over 60 in navigating these issues. For the average person, though, several straightforward tips exist to help protect yourself or seniors from technology-related scams.
If technology is transforming services for seniors, how can we enable older adults to maintain healthier, more autonomous lives? Additionally, how can we assist in safeguarding them from individuals who exploit technology for fraudulent purposes?
What Are the Possible Risks of Technology Scams for Seniors?
While technology provides many advantages for seniors, it is vital to recognize the possible risks, especially in regard to scams and fraud that target older individuals. Seniors often find themselves more susceptible to technology scams due to factors such as limited technological knowledge, a trusting disposition, and feelings of isolation. Below are some prevalent technology scams that seniors should be wary of:
What Are the Timeless Scams That Seniors Face?
Two of the longstanding and traditional scams that many individuals fall victim to, not exclusively seniors, include the following:
Phishing Scams: Phishing scams consist of fraudulent attempts to acquire sensitive data such as passwords, credit card information, or personal identification by impersonating a legitimate entity. Seniors may receive emails, text messages, or phone calls pretending to be from reputable organizations, like banks, government bodies, or technology companies, asking for personal or financial details. These scams can culminate in identity theft, financial loss, and unauthorized access to private accounts.
Tech Support Scams: Tech support scams occur when scammers portray themselves as technical support agents from recognized companies. If someone reaches out claiming to represent a company like Microsoft or Apple, they might assert that the senior’s computer has a virus or a security problem. The scammer may request remote access to the senior’s computer, install harmful software, or impose excessive fees for unnecessary services. Such scams can lead to compromised personal details, financial loss, and harm to the senior’s computer.
What Are the Recent Technology Scams That Seniors Should Beware Of?
With technological advancements and increased internet access, seniors face new varieties of scams. Some of these include:
Social Media Scams: Seniors may be targeted by scams on social media sites like Facebook, Twitter, or Instagram, where scammers set up fictitious profiles to impersonate friends or family. These fraudsters may send requests or messages asking for money, personal information, or help with deceptive schemes. Moreover, seniors could fall victim to romance scams, in which individuals posing as romantic partners forge relationships to exploit them for financial or personal benefit.
Online Shopping Scams: Online shopping scams involve deceptive websites or sellers providing goods or services at reduced prices to entice seniors into making purchases. These scams often lead to receiving counterfeit or substandard products, unauthorized charges on credit cards, or failure to deliver purchased items. Seniors should exercise caution while shopping online and restrict themselves to trustworthy websites and payment methods.
What Are the Advantages of Technology for Senior Health and Wellbeing?
Although there are challenges associated with new technology, it also brings numerous advantages for seniors. Some of these include:
Telehealth and Virtual Care: Telehealth services and online care platforms have revolutionized how seniors receive medical consultations and care. With video calls, seniors can consult with healthcare professionals, specialists, and therapists from any location, removing obstacles related to distance and transport. Telehealth appointments provide convenience, flexibility, and prompt access to medical guidance, making it easier for seniors to handle chronic illnesses, obtain preventive care, and address minor health issues.
Safety and Security: Innovative solutions for improving seniors’ safety and security are offered by smart home technology and wearable devices. Devices like smart locks, doorbell cameras, and motion detectors enable seniors to keep an eye on their homes and receive notifications about unusual activities or emergencies. Wearable gadgets featuring GPS tracking and fall detection offer additional reassurance for seniors and their caregivers, allowing for quick assistance during emergencies.
Social Connectivity: Technology is essential in reducing social isolation and loneliness among seniors. Social media sites, video calling applications, and online forums provide seniors with ways to stay connected with family, friends, and peers, regardless of where they are located. Virtual gatherings, online courses, and digital support networks create opportunities for social interaction, engagement, and significant relationships, enhancing mental wellbeing and alleviating feelings of loneliness.
