In today’s episode, we discuss SoftBank’s development of AI-powered “emotion-canceling” technology aimed at mitigating customer harassment in call centers by altering the voices of angry customers (https://arstechnica.com/information-technology/2024/06/new-emotion-canceling-ai-tech-aims-to-shield-call-workers-from-angry-customers/). We also cover a bug in Windows 10 causing apps to display Open With dialogs, affecting various Microsoft applications (https://www.bleepingcomputer.com/news/microsoft/microsoft-says-bug-causes-windows-10-apps-to-display-open-with-dialogs/). Additionally, we explore a macOS malware delivery campaign targeting cryptocurrency users through fake, information-stealing apps like Vortax (https://www.helpnetsecurity.com/2024/06/19/cryptocurrency-malware/).
00:00 Intro
01:05 SoftBank AI to Calm Angry Callers
03:31 Windows 10 Bug Triggers Annoying ‘Open With’ Prompts
05:10 Vortax Malware Targets Crypto Users via Fake Apps
Thanks to Jered Jones for providing the music for this episode. https://www.jeredjones.com/
Logo Design by https://www.zackgraber.com/
Tags for Episode
SoftBank, AI, emotion canceling, angry customers, call center technology, verbal harassment, customer service, AI innovation, emotion modulation, tech ethics
Search Phrases
SoftBank AI technology podcast, AI calming angry customer voices, emotion-canceling AI SoftBank, customer service AI transformation, AI for call centers SoftBank, SoftBank AI debate, angry customer voice AI modification, SoftBank call center innovation, emotion modulation in call centers, AI in customer service ethics
Softbank plans to cancel out angry customer voices using AI
https://arstechnica.com/information-technology/2024/06/new-emotion-canceling-ai-tech-aims-to-shield-call-workers-from-angry-customers/ —`Flash Briefing: SoftBank’s AI-Powered Emotion-Canceling Technology
- New AI Tech Announcement:
- SoftBank plans to launch an AI-powered “emotion-canceling” technology by March 2026.
- The tech modifies the voices of angry customers to sound calmer during calls with customer service representatives.
- Source: The Asahi Shimbun
- Tech Development Details:
- The AI model trained on over 10,000 voice samples collected from Japanese actors.
- It recognizes and adjusts vocal characteristics associated with anger and hostility in real-time.
- The technology changes pitch and inflection but retains a slight element of anger for emotional context.
- Operational Impact:
- Aimed to reduce the psychological burden on call center staff dealing with customer harassment.
- SoftBank’s in-house program “SoftBank Innoventure” and The Institute for AI and Beyond are leading the development.
- Industry Context:
- Customer harassment, or “kasu-hara,” is a significant issue in Japan’s service sector.
- Other regions also report high stress levels among call center operators due to abusive customers.
- Source: Reddit thread on SoftBank’s AI plans
- Ethical Considerations:
- Some users argue this tech addresses symptoms, not root causes, of customer anger.
- Concerns raised about ignoring legitimate customer grievances, potentially worsening long-term issues.`
Microsoft says bug causes Windows 10 apps to display Open With dialogs
`- Windows 10 Bug Alert:
- Key Info: A bug in Windows 10 causes apps to display an “Open With” dialog box when right-clicking on a program icon.
- Implication: This issue impacts all apps with registered tasks, like Calculator, Outlook, and Teams.
- Actionable Insight: Instead of right-clicking, open the app directly and perform your tasks manually to avoid the bug.
- Affected Apps:
- Key Info: The bug affects various Microsoft apps, including Calculator, Outlook, Teams, Snip & Sketch, and Sticky Notes.
- Implication: Tasks like “New Message” or “Standard Mode” prompt the “Open With” dialog, disrupting workflow.
- Actionable Insight: Close the dialog box if it appears; it does not impact app functionality, just an extra click to deal with.
- User Experience:
- Key Info: Despite the bug, BleepingComputer’s tests confirm that the apps still function normally after closing the dialog box.
- Implication: The bug is more of an annoyance than a critical failure.
- Actionable Insight: Communicate to users that the apps are still operational and encourage patience until a fix is released.
- Windows 11 Issues:
- Key Info: A new bug prevents the Microsoft Photos app from launching on Windows 11.
- Implication: Users see a spinning circle before the app crashes, especially if certain policies are enabled.
- Actionable Insight: Keep an eye out for updates from Microsoft; they are working on a fix for this issue.
- Proactive Measures:
- Key Info: Microsoft acknowledges the bugs and is working on solutions for both Windows 10 and Windows 11 issues.
- Implication: Updates are on the horizon, but no exact timeline provided.
- Actionable Insight: Regularly check for updates and apply them as soon as they’re available to ensure system stability.`
Clever macOS malware delivery campaign targets cryptocurrency users
https://www.helpnetsecurity.com/2024/06/19/cryptocurrency-malware/ —`1. Malware Targeting Cryptocurrency Users:
- Summary: Clever macOS and Windows malware campaign targets cryptocurrency users with fake apps that look legitimate.
- Engagement: Have you recently downloaded any new apps for your crypto activities? Double-check their legitimacy!
- Social Media and Messaging Platforms Used:
- Summary: Attackers use social media and messaging platforms to trick users into downloading malicious apps by promoting ‘Vortax,’ a fake virtual meeting software.
- Engagement: What social media platforms do you use for crypto discussions? Be cautious of unsolicited app recommendations.
- Fake App Characteristics:
- Summary: The fake app ‘Vortax’ has a professional-looking website, a Medium blog with AI-generated content, and active social media accounts to appear credible.
- Engagement: If an app seems too good to be true, it probably is. What red flags do you look for in apps?
- Malware Distribution Method:
- Summary: Users are directed to download ‘Vortax’ via Dropbox links (Windows) or an external site (macOS), which installs Rhadamanthys and Stealc (Windows) or Atomic Stealer (macOS).
- Engagement: Have you noticed any unusual download prompts lately? Always verify the source before clicking.
- Malware Behavior:
- Summary: Upon launching, ‘Vortax’ appears non-functional due to errors but initiates malicious processes in the background to steal information.
- Engagement: Ever encountered an app that didn’t work as promised? It might be more than just poor coding.
- Additional Malicious Domains:
- Summary: Further investigation revealed 23 more domains linked to the same IP address, all hosting malicious apps similar to ‘Vortax.’
- Engagement: Are you familiar with checking domain legitimacy? It’s a useful skill to learn!
- Related Scams:
- Summary: Other scams like ‘VDeck’ and ‘Mindspeak’ share similarities with`’Vortax’ and are likely operated by the same threat actor, identified as ‘markopolo.’
- Preventive Measures:
- Summary: Researchers recommend updating malware signatures, using security controls to block unsanctioned downloads, and staying informed about new cyber threats.
- Engagement: What measures have you implemented to enhance your cybersecurity? Let’s learn from each other’s strategies.
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