T2 reduced the number of fraud-related inquiries by 50%

      December 29, 2025, 11:10

      T2, a Russian mobile operator, sums up the results of the first year of operation of a dedicated helpline for customers who encountered fraud. During this time the company processed 280,000 requests and reduced the number of fraud-related contacts to the "Antifraud" line by 50%. This was achieved thanks to a comprehensive protection framework that combines the work of specialists, automated solutions and real-time analysis of the content of inquiries. The Customer Satisfaction Index (CSI) for this period reached 95%.

      In response to the rise in fraudulent activity, T2 continues to improve its subscriber protection system. The specialized helpline for affected customers became part of the company’s subscriber security division. Previously such requests were handled on the first line of support, and at the end of December 2024 the operator set up a separate center of expertise to handle fraud-related inquiries. Over 2025 the initiative transformed from an operational assistance channel into a comprehensive anti-fraud approach.

      The work of the dedicated line combines technology and specialist expertise. Over the year staff processed 195,000 requests, with another 85,000 handled by robotic systems. By the end of 2025 the automation share amounted to 45%. This allowed reduction of processing time for routine requests and redistribution of specialist resources to non-standard inquiries. The effectiveness of this approach is confirmed by the metrics. The Customer Satisfaction Index (CSI) on the line is 95%, and in 90% of consultations specialists manage to reduce stress levels and improve the client’s emotional state.

      At the top of topics on the hotline is consistently the hacking of an account on the "Gosuslugi" portal — it accounts for 65% of all requests. At the same time fraudulent scenarios continue to evolve: whereas earlier one of the most common schemes was calls under the pretext of renewing a contract with the operator, today fraudsters use dozens of variations of pretexts — from flower and parcel delivery to booking a doctor’s appointment or health screening.

      Inquiry data are used in real time to analyze fraud scenarios, to develop antifraud models and to advise customers. In 2025 T2 submitted 73,000 suspicious numbers to its big data platform for additional checks, which made it possible to rapidly detect new schemes and strengthen the operator’s antifraud protection.

      Elena Yurina, Director of Remote Service at T2:

      "In matters of security you cannot rely only on the speed of reaction — it is much more important to work proactively. Our task is not only to help and support the customer in a difficult moment, but also to make such situations occur as rarely as possible. To this end we develop our protection tools and algorithms, and at the same time work on customer awareness — explaining how fraud schemes are structured and what to pay attention to."

      Alexey Sidorov, Director of the Volga Macroregion at T2:

      "Fraud schemes in the modern world change faster than people’s habits. Therefore it is hard to overestimate the importance of continuously improving antifraud systems that reduce the risks of potential threats. Thanks to technology, analytics and automation, we are able not only to detect new threats more quickly, but also to maintain a high level of trust from subscribers — today this is confirmed by a customer satisfaction score of 95%. For us this is the main benchmark in the development of protection."

      Photo credit: Shutterstock, author PeopleImages

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