FPT Mobile integrates AI to combat phone scams

Fraudulent phone calls employing increasingly sophisticated psychological manipulation tactics are posing a wide range of risks to mobile users. To address this challenge, FPT Mobile has introduced an upgraded version of its virtual call assistant, FAI 2.0, transforming AI into a robust “shield” directly on users’ devices.

Recently, Vietnam has witnessed a surge in phone-based scams. These schemes have evolved beyond simple impersonation calls, with cybercriminals leveraging technology and psychological manipulation to create urgency related to financial matters, law enforcement, or emergencies involving family members.

In response, FPT Mobile has launched FAI 2.0, a technological solution developed through close collaboration between FPT Retail and FPT Smart Cloud. Going beyond a conventional spam call filter, FAI 2.0 integrates Generative AI (GenAI) to function as a true “assistant.” It can answer calls on behalf of users when they are busy or out of coverage, and more importantly, it can silently assess and analyze calls to accurately detect signs of fraud.

“FAI 2.0 is not just a call-handling tool, but an ‘intelligent shield’ that can process and guide conversations accurately based on the caller’s intent,” said Nguyen Thi Phuc, Head of MVNO Product Development at FPT Retail, FPT Corporation.

On March 11, FPT SIM launched the FAI 2.0 call assistant, introducing a range of new utilities for customers.

FAI 2.0’s anti-scam “armor”

According to the development team, enabling FAI 2.0 to understand and evaluate scam calls in real time requires a complex, multi-layered architecture with specialized processing capabilities.

Instead of relying on simple keyword detection, FAI 2.0 leverages Natural Language Processing (NLP) and Large Language Models (LLM) to analyze conversations contextually in real time (Real-time Conversational AI). This allows the system to uncover the caller’s true intent, even when they attempt to mislead or obscure information. The assistant continuously tracks context, assesses urgency, and detects psychological manipulation tactics such as threats, pressure, or impersonation of authorities.

AI technology integrated into FPT SIM automatically monitors call content, enabling fraud prevention for users.

To keep up with constantly evolving scam tactics, FAI 2.0 is equipped with adaptive learning capabilities through a Retrieval-Augmented Generation (RAG) mechanism. The system continuously gathers data from real calls and user feedback, then cleans, labels, and fine-tunes the data in short cycles. This approach allows the AI to immediately incorporate new scam patterns without requiring full model retraining, saving computational resources.

“As an assistant powered by advanced technologies, FAI provides recommendations, but the final decision always remains with the user,” Ms. Phuc emphasized.

This analytical capability is supported by high-speed processing infrastructure designed to handle hundreds of thousands of subscribers. By utilizing load balancing systems, Kubernetes (K8s) clusters with auto-scaling capabilities, and cache servers, FAI 2.0 minimizes latency. Almost immediately after a call ends, reports and alerts are delivered to the user.

Alongside performance, strict security measures are implemented through a data isolation architecture. Each user has an independent assistant with end-to-end encrypted data flows, along with automated filters to detect and prevent leakage of sensitive information.

“In terms of privacy, FAI 2.0 is designed under the principle of ‘AI serves individuals—data belongs to users,’” affirmed Nguyen Thi Duyen, AI expert at FPT Smart Cloud, who leads the project’s technology development.

The FAI assistant proactively monitors call content, identifies suspicious elements, and notifies users immediately after the call ends: “Boss, someone was looking for you! FAI answered the call and recorded everything—nothing was missed. Call type: Reminder (Suspected scam)...”

In addition to its anti-scam “shield,” the FAI 2.0 upgrade also introduces a range of personalization features, including region-specific AI voice options for greater familiarity, customizable response scenarios, and the ability to automatically summarize and analyze call content in detail.

Integrating an AI virtual assistant into mobile service packages not only enhances personalized user experiences but also demonstrates FPT’s commitment to protecting nearly 500,000 subscribers in the digital space—turning a small SIM card into a safe, intelligent, and user-centric communication tool.