Amazon Alexa for Shopping Uses AI to Detect Scam Messages

Amazon is adding new AI-powered protections to help customers identify scam messages that appear to come from the company. The retailer said customers can now use Alexa for Shopping to check whether a communication is legitimate or fraudulent.

Amazon said about 360,000 customers each year contact its customer service team to ask whether messages they received are genuine. With the new feature, users can ask Alexa for Shopping to verify messages by comparing them against billions of communications sent through Amazon’s systems.

The AI system checks details such as sender information, message content, timing and metadata to determine whether a message originated from Amazon. The company said the system will continue improving as customers report more suspicious communications.

Amazon expands AI tools for scam prevention

The feature is designed to help address common scams involving fake order confirmations, Prime membership renewal notices, account suspension warnings, delivery alerts and fraudulent job offers.

Earlier this year, Amazon introduced an email verification service that allows customers to forward suspicious messages to the company for confirmation. Users can also submit suspicious communications through Amazon’s customer service website.

The addition of scam detection expands Alexa for Shopping’s broader AI capabilities, which include personalised shopping assistance, product summaries, deal discovery, shopping guides and other features.

Alexa for Shopping is available through Amazon’s website and mobile app, giving customers another way to verify suspicious messages while shopping online.