Amazon works on a customer service monitoring system

Amazon lavora ad un sistema di monitoraggio del servizio clienti thumbnail

According to what emerged from a Amazon confidential document leaked online, the e-commerce giant is preparing to put in place new measures for monitoring your customer service staff. The aim of these measures is to prevent unauthorized access to customer data by dishonest workers who could use such data for illegal purposes. To achieve this, Amazon aims to monitor the mouse movements and keyboard typing of customer service agents.

Amazon ready to “spy” on customer service staff to prevent fraud

Amazon’s internal document confirms the launch of a series of projects aimed at monitoring the activities of customer service staff. The system would be capable of understand if the workplace is being used by the authorized customer service agent or by another person, such as a hacker or an unauthorized third party. The document also highlights the possibility of activating an option for the acquisition of all the keystrokes of the employees.

Working remotely increases the risks

According to the data reported in the document, in the past it happened that external parties passed off as Amazon customer service agents, managing to have access to user data. Such problems have also emerged with the rise of remote work, linked to the pandemic. This way of working creates a series of safety problems that lead to a tightening of the controls.

Amazon aims to eliminate, by the end of 2022, the number of cases of unauthorized access from customer data through the workstations of support workers (especially for remote activities).