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A related peeve... Using chat for support. The first thing it asks is "Please explain why you need assistance"... I fill it in with all the pertinent details

A related peeve... Using chat for support. The first thing it asks is "Please explain why you need assistance"... I fill it in with all the pertinent details... Then, when the support person finally comes online their first or second message is: ...and how may I help you today?

syshum 6y ago
Or the chat AND phone systems that have you fill out all the info about your account, then they ask "what is your account number" Why the hell did I just spend the time to type that in to my phone if I know have to type it again for you.....
- dredmorbius 6y ago
  Often used to confirm information accuracy, no mis-entered information, or unauthorised access attempt.
  - greenyoda 6y ago
    How does having to enter the same account information twice in the same session prevent unauthorized access? If an unauthorized person knows my account number, they can easily enter it twice. And if the account number doesn't exist or doesn't match the name, they know immediately that one or the other was mis-entered.
    - dredmorbius 6y ago
      Automated dial/entry, handoff to an operator, especially in high-volume attacks. Verbal repetition requires greater process coordination by the attacker. Cues such as hesitation, discomfort, etc., may also be present. The far more prevalent case is likely simply to guard against mis-keyed digits. Similarly in heathcare, virtually every caregiver handoff involves asking for name and DoB. For the caregiver this helps confirm they are (literally) on the right page (patient record). Patients may see this as tedious.
      - syshum 6y ago
        >>Verbal repetition requires greater process coordination by the attacker. Cues such as hesitation, discomfort, etc., may also be present. Actually no... The most effective Social Engineering attacks are ones with simulated chaos going on in the call, and simulated high emotions by the caller.. There is no evidence or actual theory making a person repeat the same number over and over again does anything about annoy legit callers This sounds very much like security policy created in the same manner of "everyone must change their passwords every 30 days" which we know now makes things LESS secure not more. >>The far more prevalent case is likely simply to guard against mis-keyed digits. Again your data input validation should be taking care of that before you ever reach the agent in the first place
        dredmorbius 6y ago
        Most successful, perhaps. Most common, though? Other points taken.
    - hinkley 6y ago
      Check digits would solve that.
      - dredmorbius 6y ago
        Few dates of birth, phone numbers, or addresses, all often requested, include check digits.
  - syshum 6y ago
    These are weak excuses >confirm information accuracy, no mis-entered information, There are a ton of better ways to do this... >or unauthorised access attempt. making me retype the same info in the same session is in no way a security enhancement.. Though given the state of infosec at most of these companies I would not be shocked if they think it was

syshum 6y ago

Or the chat AND phone systems that have you fill out all the info about your account, then they ask "what is your account number" Why the hell did I just spend the time to type that in to my phone if I know have to type it again for you.....

dredmorbius 6y ago
Often used to confirm information accuracy, no mis-entered information, or unauthorised access attempt.
- greenyoda 6y ago
  How does having to enter the same account information twice in the same session prevent unauthorized access? If an unauthorized person knows my account number, they can easily enter it twice. And if the account number doesn't exist or doesn't match the name, they know immediately that one or the other was mis-entered.
  - dredmorbius 6y ago
    Automated dial/entry, handoff to an operator, especially in high-volume attacks. Verbal repetition requires greater process coordination by the attacker. Cues such as hesitation, discomfort, etc., may also be present. The far more prevalent case is likely simply to guard against mis-keyed digits. Similarly in heathcare, virtually every caregiver handoff involves asking for name and DoB. For the caregiver this helps confirm they are (literally) on the right page (patient record). Patients may see this as tedious.
    - syshum 6y ago
      >>Verbal repetition requires greater process coordination by the attacker. Cues such as hesitation, discomfort, etc., may also be present. Actually no... The most effective Social Engineering attacks are ones with simulated chaos going on in the call, and simulated high emotions by the caller.. There is no evidence or actual theory making a person repeat the same number over and over again does anything about annoy legit callers This sounds very much like security policy created in the same manner of "everyone must change their passwords every 30 days" which we know now makes things LESS secure not more. >>The far more prevalent case is likely simply to guard against mis-keyed digits. Again your data input validation should be taking care of that before you ever reach the agent in the first place
      - dredmorbius 6y ago
        Most successful, perhaps. Most common, though? Other points taken.
  - hinkley 6y ago
    Check digits would solve that.
    - dredmorbius 6y ago
      Few dates of birth, phone numbers, or addresses, all often requested, include check digits.
- syshum 6y ago
  These are weak excuses >confirm information accuracy, no mis-entered information, There are a ton of better ways to do this... >or unauthorised access attempt. making me retype the same info in the same session is in no way a security enhancement.. Though given the state of infosec at most of these companies I would not be shocked if they think it was