Search is one of those tools. Since the late 90s, we've been conditioned to rely on search results to find the information we're looking for. For many of us, that means loading up Google, entering a search, and accepting the first page of results, sometimes the first result or two alone. Now, with Google's AI Overviews taking over the top of most search results, many of us simply glance at the AI-generated result and take it at face value.
Scammers are "hacking" Google's AI
Digital Trends highlights four examples of this situation in action. First, there's Alex Rivlin, who posted on Facebook about his experience of trying to contact Royal Caribbean's customer experience. Rivlin wanted to book a shuttle through the service, but couldn't find the company's support number on their website. So, like many of us, Rivlin googled "royal caribbean customer service phone number 24 hours usa," and called the number that appeared in the AI Overview.
As of this article, if you ask Google who that spam number belongs to, the automated result (not even the AI Overview, mind you) will say Royal Caribbean. That's pulling from a website that appears to be impersonating the official simpler.grants.gov site. If you click the link, the page is dead, but Google is still pulling the information that existed while the site was still up. Based on this, it appears scammers are listing fake numbers on fraudulent websites, and tricking Google into sourcing that data. Google's AI then sees "Royal Caribbean" next to this phone number on a .gov site, thinks it's legit, and surfaces it in an AI-generated result.
If you google the phony phone number, you can see a link to "Document360," as well as the following snippet: "To correct a passenger's name or Change Name on an Southwest Airlines Flight Ticket, reach out to Southwest Airlines customer support. Call +1-855-234-9795." This is, again, a tactic to trick Google into presenting the scam number in its results. This time, the scammers are phishing for users searching for this specific issue, which increases the chances Google will deliver this result for this specific search.
Google's AI is promoting a Scam Number byu/Stimpy3901 inScamNumbersDon't assume the AI answer is correct
Google's AI Overviews isn't malicious; rather, it's flawed. The underlying tech can struggle to distinguish between legitimate and false information. It lacks the awareness to understand that a site impersonating a government page can host a number and claim it to be a certain business: To the AI, that means that's the business' number, and, as such, it includes it in the results. It's the same flaw that lead to Google's disastrous rollout for AI Overviews last year. Back then, the model was even worse, pulling jokes from Reddit as legitimate sources. (No, glue does not actually make your cheese stick to your pizza.)
When it comes to company contact information, I'd recommend always going directly to the source. If the company doesn't list the phone number on their website, assume it doesn't exist, and try to find a different contact method directly through the company. Scammers are too clever to rely on the open web for this information.
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