O2 Launches AI-Powered Scam Call Detector for UK Customers

O2 has introduced a new service called Call Defence, which uses adaptive artificial intelligence to spot scam or spam calls in real time and alert customers before they pick up. The feature is offered at no extra cost to both consumer and business customers in the UK.

Powered by the voice security company Hiya, Call Defence monitors behaviours of incoming call numbers—such as frequency, patterns, and origins—to determine if a call is likely fraudulent. When suspicious behaviour is flagged, customers receive notice before answering.

O2 claims it is the first UK mobile operator to provide this level of protection without charging customers, automatically including it for those on Pay Monthly, SIM-Only, and business plans.

The launch follows research indicating that scams are a growing issue in the UK: Hiya's State of the Call report found that 16% of consumers fell victim to phone scams during the past year, with average losses of around £798, while 22% said they've been targeted by scam calls at least weekly.

Murray Mackenzie, O2's Director of Fraud, emphasised that because fraud tactics evolve quickly, it's critical to deploy tools that also adapt in response. He described Call Defence as an important defence layer, helping users understand who is calling and why.

Kush Parikh, President of Hiya, said the partnership empowers millions of O2 subscribers with stronger protection against scam threats, leveraging Hiya's adaptive AI capabilities to deliver protection in real time.

O2 also encourages customers to report suspected scam calls and texts through the short code 7726, underscoring that while AI detection is powerful, user reports still play a key role in combating fraud.